This amount of $64.83 that Miss [redacted] was charged is for additional unpacking at destination for her move, which in her email she refers to, the move consultant did inform her it was for unpacking and not the assembly of the furniture. There was a bit of confusion (on our sales consultant's part)...
as to what services are included in a move and what constitutes charging extra, anything our movers take apart they will put back together. When the driver was informed that there was previously disassembled furniture that he was expected to put together that was not included on the bill, our office was made aware of this right away. The driver was more than happy to put the furniture together and our sales consultant absorbed the cost to pay the driver. As [redacted] have bound charges, these charges do not include any additional services to accomplish delivery, such as unpacking (please see attached of page for of [redacted] Bill of Lading). Colony believes this was not properly communicated to Miss [redacted], therefore as a good faith gesture Colony Moving & Storage (agent for [redacted]) is refunding her the $64.83. This has been communicated with Miss [redacted].
Thank You for the opportunity to respond to Mr. [redacted] complaint. Colony believes the [redacted]'s are mistakenly placing blame for the mildewed condition of the property they claim was damaged while in storage at our feet, when in fact the responsibilit for the mildew rests squarely with the [redacted]s....
Further, the [redacted] are mistaken when they claim that Colony's personnel represented that the warehouse was "climate controlled". The sales representitive did say that the warehouse was a safe and secure place to store property.For the reasons that follow, had Colony learned about the conditions of the property at the time it was removed from the residence ( apparently infiltrated with mold spores and or moist) It would have been handled and priced very differently. Colony Moving and Storage, Inc. is a family owned and operated Massachusetts based licensed moving and storage company. Colony has been in business for over 35 years. Colony is very proud of our A+ rating that we currently have , and has had with the Revdex.com for years.Contrary to the [redacted] contensions, Colony has undertaken extraordinary efforts to accommodate the family to address an unfortunate situation at a difficult time of year- the two weeks surrounding the Christams and New Year's holidays.Colony's accommodations to the [redacted]s include providing two 16' portable storage containers at their residence free of charge immediately following notice of their concerns. These containers cost $90.00 each to deliver and $155.00 each per month for monthly storage. These secure storage containers were made available to the [redacted]s when it was learned that certain items of personal property appeared visibly coated with what appeared to be mildew or mold. Rather than deliver the property into the residence, Colony offered to provide the containers free of charge to the [redacted]'s so as to stage the affected property. The cause of contamination, Contrary to the position taken by the [redacted]s, appears to have originated while the property was still in the [redacted]s residence, and not Colony's warehouse, as they contend. Indeed, only after the property was returned to the residence (after 8.5 months of storage) a mildew problem was discovered by Colony, did Mr. [redacted] on December 18, 2015, inform Colony that the home underwent renovations so that the home would be certified mold free.Had the [redacted]s disclosed that reason for the renovations and removal when the property was tendered to Colony was because the home had been rendered water damaged and required what we now understand to be extensive roof and home renovations to restore and eradicate water damage to the home, Colony would not have accepted the property for transport or would have agreed to transport and store on very different terms and conditions; conditions which would have rendered the cost of safe handling, movement and storage considerably more.In hindsight (but without knowledge at the time) is is unremarkable that items apparently infiltrated by mold spores or packed when moist (due to conditions at the residence) prior to placing the goods into the warehouse for storage only became worse while in storage. This is because the warehouse is generally a dark place, subject to humidity and other atmospheric conditions and certain large items of furniture are double wrapped in paper and in containers to keep free of dust or contained in air tight wooden vaults.Colony could not have been the source of the moisture. Moisture such as rain water cannot get into Colony's warehouse. Approximately 3 years ago, Colony's roof was completely replaced with a waterproof membrane. The new roof has successfully repelled any water penetration from the outside environment since it was installed. Any issues concerning moisture in the warehouse was addressed through an effective ventilation system more that 2 years ago- and certainly well before the [redacted]s property was taken into storage.Finally, even if Colony were legally liable, which Colony denies, prior to tendering the goods to Colony, Mr. [redacted] elected to release all of the property and limit Colony's liability for loss or damage in the transportation agreement to no more that sixty cents per pound per article or $2,000.00 for all of the property in exchange for the lowest transportation and storage rate. The released rate of $.60 per pound per article is legal and standard valuation in the moving and storage industry in Massachusetts for household goods.In conclusion, while Colony is certainly very concerned about the unfortunate situation in this case, Colony cannot be at fault for a condition that it was not aware of until it was to late to properly address prior to taking position of the property.
This amount of $64.83 that Miss [redacted] was charged is for additional unpacking at destination for her move, which in her email she refers to, the move consultant did inform her it was for unpacking and not the assembly of the furniture. There was a bit of confusion (on our sales consultant's part)...
as to what services are included in a move and what constitutes charging extra, anything our movers take apart they will put back together. When the driver was informed that there was previously disassembled furniture that he was expected to put together that was not included on the bill, our office was made aware of this right away. The driver was more than happy to put the furniture together and our sales consultant absorbed the cost to pay the driver. As [redacted] have bound charges, these charges do not include any additional services to accomplish delivery, such as unpacking (please see attached of page for of [redacted] Bill of Lading). Colony believes this was not properly communicated to Miss [redacted], therefore as a good faith gesture Colony Moving & Storage (agent for [redacted]) is refunding her the $64.83. This has been communicated with Miss [redacted].
Thank You for the opportunity to respond to Mr. [redacted] complaint. Colony believes the [redacted]'s are mistakenly placing blame for the mildewed condition of the property they claim was damaged while in storage at our feet, when in fact the responsibilit for the mildew rests squarely with the [redacted]s....
Further, the [redacted] are mistaken when they claim that Colony's personnel represented that the warehouse was "climate controlled". The sales representitive did say that the warehouse was a safe and secure place to store property.For the reasons that follow, had Colony learned about the conditions of the property at the time it was removed from the residence ( apparently infiltrated with mold spores and or moist) It would have been handled and priced very differently. Colony Moving and Storage, Inc. is a family owned and operated Massachusetts based licensed moving and storage company. Colony has been in business for over 35 years. Colony is very proud of our A+ rating that we currently have , and has had with the Revdex.com for years.Contrary to the [redacted] contensions, Colony has undertaken extraordinary efforts to accommodate the family to address an unfortunate situation at a difficult time of year- the two weeks surrounding the Christams and New Year's holidays.Colony's accommodations to the [redacted]s include providing two 16' portable storage containers at their residence free of charge immediately following notice of their concerns. These containers cost $90.00 each to deliver and $155.00 each per month for monthly storage. These secure storage containers were made available to the [redacted]s when it was learned that certain items of personal property appeared visibly coated with what appeared to be mildew or mold. Rather than deliver the property into the residence, Colony offered to provide the containers free of charge to the [redacted]'s so as to stage the affected property. The cause of contamination, Contrary to the position taken by the [redacted]s, appears to have originated while the property was still in the [redacted]s residence, and not Colony's warehouse, as they contend. Indeed, only after the property was returned to the residence (after 8.5 months of storage) a mildew problem was discovered by Colony, did Mr. [redacted] on December 18, 2015, inform Colony that the home underwent renovations so that the home would be certified mold free.Had the [redacted]s disclosed that reason for the renovations and removal when the property was tendered to Colony was because the home had been rendered water damaged and required what we now understand to be extensive roof and home renovations to restore and eradicate water damage to the home, Colony would not have accepted the property for transport or would have agreed to transport and store on very different terms and conditions; conditions which would have rendered the cost of safe handling, movement and storage considerably more.In hindsight (but without knowledge at the time) is is unremarkable that items apparently infiltrated by mold spores or packed when moist (due to conditions at the residence) prior to placing the goods into the warehouse for storage only became worse while in storage. This is because the warehouse is generally a dark place, subject to humidity and other atmospheric conditions and certain large items of furniture are double wrapped in paper and in containers to keep free of dust or contained in air tight wooden vaults.Colony could not have been the source of the moisture. Moisture such as rain water cannot get into Colony's warehouse. Approximately 3 years ago, Colony's roof was completely replaced with a waterproof membrane. The new roof has successfully repelled any water penetration from the outside environment since it was installed. Any issues concerning moisture in the warehouse was addressed through an effective ventilation system more that 2 years ago- and certainly well before the [redacted]s property was taken into storage.Finally, even if Colony were legally liable, which Colony denies, prior to tendering the goods to Colony, Mr. [redacted] elected to release all of the property and limit Colony's liability for loss or damage in the transportation agreement to no more that sixty cents per pound per article or $2,000.00 for all of the property in exchange for the lowest transportation and storage rate. The released rate of $.60 per pound per article is legal and standard valuation in the moving and storage industry in Massachusetts for household goods.In conclusion, while Colony is certainly very concerned about the unfortunate situation in this case, Colony cannot be at fault for a condition that it was not aware of until it was to late to properly address prior to taking position of the property.