Sunshine Travel & Trade International USA Inc.

In the spirit of customer service, we will send an additional $to *** *** not as a claim settlement but a gesture of goodwill

It does not appear from this response that the customer has rejected the offer.  She's looking for the money.  A check (#76530) dated 7/16/2015 was sent to [redacted] at [redacted] in San Antonio.  The check amount was $170.00 which represented $20.00 for claimed damages and $150.00 in good will.

The agreement [redacted] signed stated that the damage protection covered her belongings while in our care, custody and control.  In the case of the items that were left at her origin residence, the damage protection policy does apply.  The items were never given over to our van operator...

and crew.  We do understand how stressful the actual moving day can be, however prior to the move [redacted] was provided written instruction to be certain to do a thorough walk through of her residence prior to the crew leaving to ensure that all her items that she wanted to move had in fact been given to the driver and crew.  Had that walk through occurred as detailed to [redacted] on May 23, 2015, five days before the actual move took place, the items she claimed as missing would have been on the moving van.[redacted] did contact our company about her washing machine after delivery and we agreed to pay for the inspection of the appliance.  As it turned out the washer was not damaged in the move, the stabilizing kit installed by someone other than our crew had not been removed prior to [redacted] attempting to use the machine.  The one damaged item claimed was a laundry hamper that our claims department was able to find on line for $20.00.  In the interest of good customer service, we would be willing to offer $150.00 in addition to the $20.00 for the hamper.  The inspection fee of $124.98 has already been paid to [redacted].

We reviewed the paperwork associated with our customer's move from Bryan, Texas into our warehouse facility in June, 2015.  We also audited the amount of money charged to our customer for the services provided.  The email in question between our customer and our sales representative...

was taken into consideration.  Based on the email and the amount stated in the email, we will refund to our customer $712.70.  This amount is the difference between what our sales associate stated would be her cost (plus packing and unpacking services), two additional months of storage at $300.00/mo. for July and August 2015, and what we actually charged her. Our customer made two payments to Armstrong Relocation; one in June 2015 in the amount of $1775.75 and a second in the amount of $1496.95 in August 2015.  That total is $3272.70.  Per her email she was expecting to pay $1960.00 and then the additional months of storage of $600.00 for a total of $2560.00.  Therefore we will refund the difference between what was charged and what her expectations were which is $712.70.

The customer was relocated through an employer that has a contract with [redacted].  The claim for loss was settled based on the criteria subject to that contract and the claim settlement procedures put forth by the van line.  The customer has an expectation that Armstrong Relocation...

is responsible for the coffee maker because he was relocated and Armstrong Relocation as an agent of [redacted] was chosen by his employer to service the move.  On the contrary, Armstrong Relocation has a responsibility to coordinate the dates of service and when unfortunately is is necessary for a claim to be paid, to work on behalf of [redacted] to settle the claim for loss.  It is [redacted] that sets the protocol for the settlement of the claim.  Substantiation of value for an item is one directive as well as inspection of all items claimed as damaged while in the van line's custody, care and control.  If no damage to the item is found, [redacted] will deny liability.  In each instance listed by the customer, Armstrong Relocation followed the protocol and settled the claim accordingly.The complaint through the Revdex.com is just a means to try and get money for an item that was denied based on the protocol established by an entity other than Armstrong Relocation.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].
Sent: Tuesday, July 21, 2015 9:12 PM To: drteam <[email protected]> Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   I have yet to receive the settlement agreed to. Can you tell me when I can expect settlement amount?   [redacted]
Regards,