I have reviewed the response offer 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 think that the problem here is just that the communication processes have not worked, both internally and externally The financial issues involved here are very small, certainly relative to the $22,they were paid for moving servicesThey also do not appear to understand that these claims are in the Probate or Virginia Circuit Court system because my wife died in the move process before the claims had been settled Any claims and settlement will become public records, and will need to be signed off on by either the Circuit Court judge, or at least the elected Clerk of Court in [redacted] CountyThey are subject to state probate taxesI am pursuing settlement to make things easier on both parties If the Court does not like the settlement they will require it to be litigated.I will attempt here to explain the communication problems in detail below My wife was also our move coordinator, as she spent around years working for moving companies, and also had many contacts with with LawrenceI am glad to hear that [redacted] is still thereI left a lot of phone messages with [redacted] , and [redacted] that were never returned I also followed this up with email When I got an email (above) to [redacted] that was undeliverable and no returned calls, I assumed that she had left before the moving processes had been completedThis may just have been a bad transition process of responsibilitiesThere are two separate claims, and separate causes of damage as well as a billing error involved here The first claim (I refer to it as the Lawrence claim) consists of items that Lawrence employees identified as being damaged in shipment when they delivered the items on 9/23/ The delivery driver helped us fill out the claim form before he left I later, researched the value of the items and added this information before submitting it to Lawrence.Claim Form 1, Item A solid wood dresser (perhaps lbs) had the back right section broken off This was solid wood, and it would have taken substantial force to rip off a large piece of solid wouldSimply dropping one end of the dresser would not have caused this Four members of the moving crew independently apologized and explained what had happened Lawrence employees indicated that in moving the crate that the dresser was in, that the clips holding the crate had broken and that the dresser and a number of items had fallen to the ground in the warehouse off of a flatbed truck Based on my observations, this fall could have been 10-feet in height (in physics that would be 3,foot pounds of force applied to a corner of the dresser), and explained the catastrophic damage that had occurredBased on the fact that the delivery people arrived minutes late (the warehouse is minutes away), I believe that this probably happened on the morning of the deliveryIt is odd that they say that this incident was never documented, because based on the drivers report of the warehouse accident, Lawrence hired a company called [redacted] to look at the damagesThe driver called the office and got this process going before he left, and I believe that people came out to look at the dresser the same dayI contacted [redacted] (the move coordinator) the next day about the accident and she sent me an apology and notified the claims department of this on the same day See the attachment in the claims packet email I later received another separate apology from the claims department My only complaint was that we had set up a delivery date for the dresser a week in advance, and since my wife was bedridden, I hired someone for $to travel hours by car to meet them They announced the day before that that delivery would be delayed another day The reason for the delay was that it would be cheaper for Lawrence to deliver it the next day, and it would be difficult for them to arrange delivery on the agreed date(Remember that it is a five minute trip from their warehouse to the delivery address) I had to take off work the next day to meet them because the person I hired had to be at work that day Since Lawrence saved a lot of money by changing the date (their claim), I believe that they should reimburse my extra $cost.Claim Form Item Damage to my wife’s favorite oriental rug The process with the rug was that the rug was vacuumedThe movers arrived at 8:amin the morning, plastic wrapped the furniture in the formal living room and then rolled up the rug After loading the remaining furniture in the house, the rug was brought out onto the driveway about 10:a.m I was there helping them finish some items in the garageI watched the rug sit there for some time from my office above the garage As it was supposed to rain, I looked for the driver to find out if this should be loadedI could not locate him, and later learned that he was packing up some books in a back room The driver confirmed that this was one of the last items loaded (around noon) The truck left at 1:p.mjust as it started to rain This whole story issue comes about because when Lawrence delivered the rug and unrolled it Large amounts of carpet fiber came out on the floor The Lawrence delivery people claimed that this had been damaged in transitThe entire outside edge of the carpet looked like the fibers had been cut off with something sharp It was very clean We formed a theory that the rug had been abraded or cut in shipping, but no one know that caused the damage It is simply a fact that there could not have been any carpet fibers when it was rolled up (it was just vacuumed) and there where large amounts of fibers when it was delivered Lawrence hired [redacted] to look at the rug They came out and took lots of pictures The called another company that specializes in carpets This company can up with the theory that one or more carpet beetles had gotten into the rug while it was sitting outside under a tree (the beetle live in trees)I never claimed as indicated ”The customer is claiming that during the move, one of his rugs was laid under a tree and became infested with carpet beetles.” I had never heard of carpet beetlesThis was a theory proposed by a consultant that Lawrence had hired to review the damage that Lawrence employees had claimed took place during the moveThis is another apparent example of Lawrence staff not communicating with one another They are attributing a claim to me can came from someone they hired, and was a claim that I was trying to refute.As a result of this claim by Lawrence, I got a magnifying glass and went over every each fiber of the carpet I found no evidence of beetles, remains of beetles, larvae, or any other artifact left behind by beetles Contrary to random eating by beetle, the damage to the carpet was in a perfectly linear fashion on the very edge of the carpetI reported this to the claims department, and I told Lawrence that it would be extremely remote that a beetle could have caused the carpet slicing as their consultant had claimed Yet the carpet was not damaged when it was rolled up, and was damaged when it was unrolled and the damage was contained within the carpet rollThe partial debris pickup mentioned below took place on day the delivery of the dresser and it was at the request of Lawrence transportation It took about minutes by employee while the other delivery person was attaching the mirrorIt cost Lawrence $in marginal expense to do this, and that is the reason that Lawrence requested it Pickup of the debris was part of the original moving contract, although it is possible that my employer was never billed for it I brought that to ***’s attention, and in any case, I need to know if this is an amount that they are claiming is still dueThere was a lot of confusion in their original invoice because they had over-reported the content weight of trailer by a factor of 3.The % discount mentioned is a red herring, and has never been brought up before This was a corporate move and the % discount was negotiated with the company before move took place It is a standard discount from the maximum tariffs, and resulted in the company ( [redacted] ***) making [redacted] and Lawrence their preferred moversWe could have down the same thing with [redacted] or any other mover If they check the original estimate, they will see that the rates in the original estimate were the same rates that were billed.Claim Forms &3: This is from a claim package received from [redacted] around 9/ It was sent to Lawrence by mail and twice to the claim manager via email I never got a response to any of the submissionsNo one wanted to acknowledge thisThe claims were submitted along with pictures There were many other items broken besides those in the claim forms, but they were of small value The last one was sent on October We still have many broken items in the house, I never got a response to my question on if I could throw these items away, or if Lawrence wanted them No one ever came to look at them We would like to get these items out of our way so that we can finish unpackingIf we could just get them to acknowledge the claim, then we could move on Many of these items were probably caused by the crate failure in the warehouse, as there were a number of badly dented boxes and boxes with whole in them (The claim form show a list of the box that the broken items were in.)> However, other items were damaged when they were not actually packed in accordance with the contract One of more members of the moving crew were just stacking items in large boxes without packing materials (or sometimes using expense suits for packing), or simply throwing items into boxes haphazardly I tried to point these out in my letter and claim form Billing Error on storage Lawrence overbilled on storage because they miscounted the storage days by [redacted] had the invoice corrected, but I had already paid the billed amount She indicated that they would provide a refund The amount is only about $Perhaps someone was offsetting this with the debris removal??This is about all I have to say I hope that it removes some of the misconceptions on the part of Lawrence due to no one person being involved with the move from end to end If we can get them to simply acknowledge the claim issues and have a discussion on these items, then we can move forward.Thanks for your help[redacted]
This letter is in response to the complaint by Mr [redacted] On 4/10/Lawrence’s Safety & Claims department received a call from Mr [redacted] stating that one of our drivers had rolled backwards into his car the previous day while in stop and go traffic near the [redacted] [redacted] **Mr [redacted] stated that our truck had done damage to the grill of his vehicle and he expected us to cover repairsOur claims manager (with whom he spoke) advised him that she would investigate the incident and that we were self-insured up to a base amount, so that minor accidents are usually handled directly through our company instead of through our insurance carrierShe assured him that once she had contacted our driver she would be back in touch with him regarding follow up stepsThrough use of our dispatch system and GPS tracking systems we were able to narrow down a team of drivers that was in the area at the time of the incidentUpon interview with both drivers, we were made aware that during a slow traffic time, one of the trucks was harassed by a car that was behind themThis car was blowing the horn, flashing lights, occupants waving hands, taking photos of the Lawrence truck and driver, etcOnce they were safely through the construction zone they were in, our driver and the team truck that was shortly behind him pulled over to call the WV state police regarding the incident, the car in question did not pull over when the trucks did Our Lawrence driver called the State Police and was told that if the other driver did not stop, there was nothing that could be done on their partOur Lawrence claims manager followed up with a call to the WV state police where they stated the same claim that there was nothing they could take a report on if we had no information on the other driver and they did not stopThe claims manager also called a witness provided by Mr [redacted] (see attached summary of call with [redacted] )After review of all parties' statements and photos of damage provided by claimant (Mr [redacted] ), it was determined that there was not sufficient evidence to support his version of the story and we would be denying his claimOur denial was based on two things 1) Witness statement is questionable as the damage claimed is not consistent with the impact described by the witness 2) in the event that the truck did roll back Mr [redacted] would still be liable for following too close and for a hit and run as he left the scene and did not notify police
I forgot to attach the customers damage claim form to the preiovus e-mailI can also supply reciepts where the items were inspected and the dresser was repaired if needed
I have reviewed the response 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.I was in and out of the office over the past week, and our phone system was down for weeks I have left a message with [redacted] , and will try to reach him again on succeeding days My complaint is not so much about any claim issues, but rather the inability to reach any of the people that I was working with on the move.The first claim was for those items identified by the Lawrence moving crew as damaged in transit when they were delivered I followed the directions of the Lawrence Driver in filling out the form in his presence, including the snapping of a solid wood dresser into piecesI did not consider this to be my claim, but just documentation for items that Lawrence had already admitted that they had damagedThese had also been reported to the Lawrence office before all of the items were removed from the truckIn fact, someone can over to view these items the same day.On the other items, some of these were probably related to damage from items falling out of the crate However, some were just due to the fact that items were not packed in accordance with the shipping contract They were just stacked in boxes I was told by several Lawrence people that I had up to months to submit MY CLAIMS, on anything that was found damaged in the boxesMy crossing out of the claim form documentation was based on discussions with [redacted] No one ever came to look at these items, nor could I get anyone to come look at them, or to tell me if I could throw them awayI had been told to keep these items for examinationThey still reside in various locations in my house I really want to get them thrown away and move on to the repair and replacement process Regards, [redacted]
I have reviewed the response offer 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 think that the problem here is just that the communication processes have not worked, both internally and externally The financial issues involved here are very small, certainly relative to the $22,they were paid for moving servicesThey also do not appear to understand that these claims are in the Probate or Virginia Circuit Court system because my wife died in the move process before the claims had been settled Any claims and settlement will become public records, and will need to be signed off on by either the Circuit Court judge, or at least the elected Clerk of Court in [redacted] CountyThey are subject to state probate taxesI am pursuing settlement to make things easier on both parties If the Court does not like the settlement they will require it to be litigated.I will attempt here to explain the communication problems in detail below My wife was also our move coordinator, as she spent around years working for moving companies, and also had many contacts with with LawrenceI am glad to hear that [redacted] is still thereI left a lot of phone messages with [redacted] , and [redacted] that were never returned I also followed this up with email When I got an email (above) to [redacted] that was undeliverable and no returned calls, I assumed that she had left before the moving processes had been completedThis may just have been a bad transition process of responsibilitiesThere are two separate claims, and separate causes of damage as well as a billing error involved here The first claim (I refer to it as the Lawrence claim) consists of items that Lawrence employees identified as being damaged in shipment when they delivered the items on 9/23/ The delivery driver helped us fill out the claim form before he left I later, researched the value of the items and added this information before submitting it to Lawrence.Claim Form 1, Item A solid wood dresser (perhaps lbs) had the back right section broken off This was solid wood, and it would have taken substantial force to rip off a large piece of solid wouldSimply dropping one end of the dresser would not have caused this Four members of the moving crew independently apologized and explained what had happened Lawrence employees indicated that in moving the crate that the dresser was in, that the clips holding the crate had broken and that the dresser and a number of items had fallen to the ground in the warehouse off of a flatbed truck Based on my observations, this fall could have been 10-feet in height (in physics that would be 3,foot pounds of force applied to a corner of the dresser), and explained the catastrophic damage that had occurredBased on the fact that the delivery people arrived minutes late (the warehouse is minutes away), I believe that this probably happened on the morning of the deliveryIt is odd that they say that this incident was never documented, because based on the drivers report of the warehouse accident, Lawrence hired a company called [redacted] to look at the damagesThe driver called the office and got this process going before he left, and I believe that people came out to look at the dresser the same dayI contacted [redacted] (the move coordinator) the next day about the accident and she sent me an apology and notified the claims department of this on the same day See the attachment in the claims packet email I later received another separate apology from the claims department My only complaint was that we had set up a delivery date for the dresser a week in advance, and since my wife was bedridden, I hired someone for $to travel hours by car to meet them They announced the day before that that delivery would be delayed another day The reason for the delay was that it would be cheaper for Lawrence to deliver it the next day, and it would be difficult for them to arrange delivery on the agreed date(Remember that it is a five minute trip from their warehouse to the delivery address) I had to take off work the next day to meet them because the person I hired had to be at work that day Since Lawrence saved a lot of money by changing the date (their claim), I believe that they should reimburse my extra $cost.Claim Form Item Damage to my wife’s favorite oriental rug The process with the rug was that the rug was vacuumedThe movers arrived at 8:amin the morning, plastic wrapped the furniture in the formal living room and then rolled up the rug After loading the remaining furniture in the house, the rug was brought out onto the driveway about 10:a.m I was there helping them finish some items in the garageI watched the rug sit there for some time from my office above the garage As it was supposed to rain, I looked for the driver to find out if this should be loadedI could not locate him, and later learned that he was packing up some books in a back room The driver confirmed that this was one of the last items loaded (around noon) The truck left at 1:p.mjust as it started to rain This whole story issue comes about because when Lawrence delivered the rug and unrolled it Large amounts of carpet fiber came out on the floor The Lawrence delivery people claimed that this had been damaged in transitThe entire outside edge of the carpet looked like the fibers had been cut off with something sharp It was very clean We formed a theory that the rug had been abraded or cut in shipping, but no one know that caused the damage It is simply a fact that there could not have been any carpet fibers when it was rolled up (it was just vacuumed) and there where large amounts of fibers when it was delivered Lawrence hired [redacted] to look at the rug They came out and took lots of pictures The called another company that specializes in carpets This company can up with the theory that one or more carpet beetles had gotten into the rug while it was sitting outside under a tree (the beetle live in trees)I never claimed as indicated ”The customer is claiming that during the move, one of his rugs was laid under a tree and became infested with carpet beetles.” I had never heard of carpet beetlesThis was a theory proposed by a consultant that Lawrence had hired to review the damage that Lawrence employees had claimed took place during the moveThis is another apparent example of Lawrence staff not communicating with one another They are attributing a claim to me can came from someone they hired, and was a claim that I was trying to refute.As a result of this claim by Lawrence, I got a magnifying glass and went over every each fiber of the carpet I found no evidence of beetles, remains of beetles, larvae, or any other artifact left behind by beetles Contrary to random eating by beetle, the damage to the carpet was in a perfectly linear fashion on the very edge of the carpetI reported this to the claims department, and I told Lawrence that it would be extremely remote that a beetle could have caused the carpet slicing as their consultant had claimed Yet the carpet was not damaged when it was rolled up, and was damaged when it was unrolled and the damage was contained within the carpet rollThe partial debris pickup mentioned below took place on day the delivery of the dresser and it was at the request of Lawrence transportation It took about minutes by employee while the other delivery person was attaching the mirrorIt cost Lawrence $in marginal expense to do this, and that is the reason that Lawrence requested it Pickup of the debris was part of the original moving contract, although it is possible that my employer was never billed for it I brought that to ***’s attention, and in any case, I need to know if this is an amount that they are claiming is still dueThere was a lot of confusion in their original invoice because they had over-reported the content weight of trailer by a factor of 3.The % discount mentioned is a red herring, and has never been brought up before This was a corporate move and the % discount was negotiated with the company before move took place It is a standard discount from the maximum tariffs, and resulted in the company ( [redacted] ***) making [redacted] and Lawrence their preferred moversWe could have down the same thing with [redacted] or any other mover If they check the original estimate, they will see that the rates in the original estimate were the same rates that were billed.Claim Forms &3: This is from a claim package received from [redacted] around 9/ It was sent to Lawrence by mail and twice to the claim manager via email I never got a response to any of the submissionsNo one wanted to acknowledge thisThe claims were submitted along with pictures There were many other items broken besides those in the claim forms, but they were of small value The last one was sent on October We still have many broken items in the house, I never got a response to my question on if I could throw these items away, or if Lawrence wanted them No one ever came to look at them We would like to get these items out of our way so that we can finish unpackingIf we could just get them to acknowledge the claim, then we could move on Many of these items were probably caused by the crate failure in the warehouse, as there were a number of badly dented boxes and boxes with whole in them (The claim form show a list of the box that the broken items were in.)> However, other items were damaged when they were not actually packed in accordance with the contract One of more members of the moving crew were just stacking items in large boxes without packing materials (or sometimes using expense suits for packing), or simply throwing items into boxes haphazardly I tried to point these out in my letter and claim form Billing Error on storage Lawrence overbilled on storage because they miscounted the storage days by [redacted] had the invoice corrected, but I had already paid the billed amount She indicated that they would provide a refund The amount is only about $Perhaps someone was offsetting this with the debris removal??This is about all I have to say I hope that it removes some of the misconceptions on the part of Lawrence due to no one person being involved with the move from end to end If we can get them to simply acknowledge the claim issues and have a discussion on these items, then we can move forward.Thanks for your help[redacted]
This letter is in response to the complaint by Mr [redacted] On 4/10/Lawrence’s Safety & Claims department received a call from Mr [redacted] stating that one of our drivers had rolled backwards into his car the previous day while in stop and go traffic near the [redacted] [redacted] **Mr [redacted] stated that our truck had done damage to the grill of his vehicle and he expected us to cover repairsOur claims manager (with whom he spoke) advised him that she would investigate the incident and that we were self-insured up to a base amount, so that minor accidents are usually handled directly through our company instead of through our insurance carrierShe assured him that once she had contacted our driver she would be back in touch with him regarding follow up stepsThrough use of our dispatch system and GPS tracking systems we were able to narrow down a team of drivers that was in the area at the time of the incidentUpon interview with both drivers, we were made aware that during a slow traffic time, one of the trucks was harassed by a car that was behind themThis car was blowing the horn, flashing lights, occupants waving hands, taking photos of the Lawrence truck and driver, etcOnce they were safely through the construction zone they were in, our driver and the team truck that was shortly behind him pulled over to call the WV state police regarding the incident, the car in question did not pull over when the trucks did Our Lawrence driver called the State Police and was told that if the other driver did not stop, there was nothing that could be done on their partOur Lawrence claims manager followed up with a call to the WV state police where they stated the same claim that there was nothing they could take a report on if we had no information on the other driver and they did not stopThe claims manager also called a witness provided by Mr [redacted] (see attached summary of call with [redacted] )After review of all parties' statements and photos of damage provided by claimant (Mr [redacted] ), it was determined that there was not sufficient evidence to support his version of the story and we would be denying his claimOur denial was based on two things 1) Witness statement is questionable as the damage claimed is not consistent with the impact described by the witness 2) in the event that the truck did roll back Mr [redacted] would still be liable for following too close and for a hit and run as he left the scene and did not notify police
I forgot to attach the customers damage claim form to the preiovus e-mailI can also supply reciepts where the items were inspected and the dresser was repaired if needed
I have reviewed the response 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.I was in and out of the office over the past week, and our phone system was down for weeks I have left a message with [redacted] , and will try to reach him again on succeeding days My complaint is not so much about any claim issues, but rather the inability to reach any of the people that I was working with on the move.The first claim was for those items identified by the Lawrence moving crew as damaged in transit when they were delivered I followed the directions of the Lawrence Driver in filling out the form in his presence, including the snapping of a solid wood dresser into piecesI did not consider this to be my claim, but just documentation for items that Lawrence had already admitted that they had damagedThese had also been reported to the Lawrence office before all of the items were removed from the truckIn fact, someone can over to view these items the same day.On the other items, some of these were probably related to damage from items falling out of the crate However, some were just due to the fact that items were not packed in accordance with the shipping contract They were just stacked in boxes I was told by several Lawrence people that I had up to months to submit MY CLAIMS, on anything that was found damaged in the boxesMy crossing out of the claim form documentation was based on discussions with [redacted] No one ever came to look at these items, nor could I get anyone to come look at them, or to tell me if I could throw them awayI had been told to keep these items for examinationThey still reside in various locations in my house I really want to get them thrown away and move on to the repair and replacement process Regards, [redacted]