The Padded Wagon, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:As I have previously explained, according to Mayflower it is standard practice for them to have used Padded Wagon's inventory and to have made an exception list for any missing items (By the way, I never told Mayflower not to make an inventory list...) Why does Padded Wagon need another company's inventory list when they have their own? The Padded Wagon inventory list was a complete accounting of everything that PW moved out of my apartment and into storage in June When Mayflower picked up this inventory in July 2014, they relied on the PW paperwork because they assumed it to be complete and accurate A PW employee signed the exception list saying that he acknowledged that certain items were missing Padded Wagon cannot go forward with my claim because of the lack of another company's paperwork Why not? This makes no sense.I am aware that I did not purchase additional valuation coverage Rather, I accepted, as per the contract the basic cents per pound per article. *** *** wrongly states that I am claiming $ In point of fact, I have never been invited to file any claim I once mentioned the $figure to him because it is mentioned in the "valuation" section of their Order for Service form I am aware that instead of $2500, I accepted to have valuation made at cents per pound per article I have never been asked the weight of the items I lost, which would be about lbs So, Padded Wagon is going to all of this trouble to stonewall me and inconvenience me over $(lbs x cents) I told *** *** this over the phone once--that I did not care about the amount, that I wanted them to acknowledge their mistakes with me and to pay me the small amount they owe I told him I would be happy if they sent me a check for $ Which they did not.This complaint is not about the money It is about the poor customer service I have been given at Padded Wagon There has been no acknowledge of mistakes made (rude customer service, being told I could not file a claim, not being told that there were items excepted at the time of transfer of goods, weeks waiting for return phone calls that were never made) But now, with this back and forth between myself and the company, it is clear for anyone to see that dealing with this company is a huge headache that should be avoided I'm now waiting on my check for $ But I am not holding my breath
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Sincerely,
*** ***

Please be advised that at no point has [redacted] been told he could not file a claim.  On October **, 2014, [redacted] of The Padded Wagon spoke to [redacted] and asked that he supply us with the inventory list from the third party movers, [redacted], so that we could cross check...

our inventory list.     We explained to [redacted] that he could file a claim but that he would be entitled to 30 cents per pound per article which is what was signed for and agreed to as per his bill of lading.  At no point in time did [redacted] mention $2,500 in losses. Unfortunately, [redacted] cannot randomly throw out a figure and expect to be reimbursed for that amount.   We now await receipt of [redacted]’s complete inventory list so that we can move forward. It should be noted that there was no valuation coverage at any point in time.  And he does not have “basic insurance” as indicated in his complaint.  His shipment was released at 30 cents per pound per article as is standard in the moving and storage industry. Thank you.

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:

[redacted] of Padded Wagon DID refuse to allow me to file a claim on October [redacted].  I was told that I had NO insurance through the company.  I reported this to [redacted] at the company, who said that I did have standard insurance.  He said he would call me back.  When I did not hear from him, I called him back and he told me he had been advised to stay out of the matter.  When I appealed to [redacted], he did acknowledge that I do have standard insurance.  I have yet to receive an apology for the lack of customer service and follow-through.I am trying to get the paperwork that PW has requested in order to file the claim.  I have requested it from [redacted] but have not received it yet.  However, Padded Wagon is already in possession of documentation showing that PW knew that some items were "excepted" i.e. missing from the storage unit.  I am not sure why this documenation is not sufficient to file my claim? 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To whom it may concern:   As previously advised, at the time of the move [redacted] did not purchase additional valuation coverage.  Instead, he elected to release his shipment not to exceed thirty cents per pound per article.  As such, today we sent an acknowledgement and release letter to [redacted].  Upon receipt of the signed release form, we will issue a check and close our file.  We have also taken this opportunity to apologize to [redacted] for what he has considered to be poor customer service on the part of The Padded Wagon.  It should be noted that it was never the intention to stonewall or mislead [redacted].    We trust that this matter has been settled accordingly.  We look forward to closing this matter in due course.   Should you have any questions or comments, please do not hesitate to contact our office.   Thank you and kind regards,   [redacted]   [redacted]
[redacted]
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Review: Several items are missing from moving and storage with Padded Wagon. I have documentation from a third party mover, to whom the contents of storage were released, that items were missing from storage as listed on original inventory manifest. When shown this evidence, the claims department refused to allow me to file a claim based on the basic insurance that is a part of the contract. I have been refused access to claims rep. supervisor. Calls go unreturned. Cusomer service ranges from grossly incompetent and dishonest to rude.Desired Settlement: Company should honor basic insurance, allow me to file a claim, and give me due compensation for lost items as per contract. Company should apologize for poor customer service and see this matter through to its conclusion.

Business

Response:

Please be advised that at no point has [redacted] been told he could not file a claim. On October **, 2014, [redacted] of The Padded Wagon spoke to [redacted] and asked that he supply us with the inventory list from the third party movers, [redacted], so that we could cross check our inventory list. We explained to [redacted] that he could file a claim but that he would be entitled to 30 cents per pound per article which is what was signed for and agreed to as per his bill of lading. At no point in time did [redacted] mention $2,500 in losses. Unfortunately, [redacted] cannot randomly throw out a figure and expect to be reimbursed for that amount. We now await receipt of [redacted]’s complete inventory list so that we can move forward. It should be noted that there was no valuation coverage at any point in time. And he does not have “basic insurance” as indicated in his complaint. His shipment was released at 30 cents per pound per article as is standard in the moving and storage industry. Thank you.

Consumer

Response:

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:

[redacted] of Padded Wagon DID refuse to allow me to file a claim on October [redacted]. I was told that I had NO insurance through the company. I reported this to [redacted] at the company, who said that I did have standard insurance. He said he would call me back. When I did not hear from him, I called him back and he told me he had been advised to stay out of the matter. When I appealed to [redacted], he did acknowledge that I do have standard insurance. I have yet to receive an apology for the lack of customer service and follow-through.I am trying to get the paperwork that PW has requested in order to file the claim. I have requested it from [redacted] but have not received it yet. However, Padded Wagon is already in possession of documentation showing that PW knew that some items were "excepted" i.e. missing from the storage unit. I am not sure why this documenation is not sufficient to file my claim?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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:

Review: Unsatisfactory services provided. Unexplained, unaccounted for overage charges w/out justification or documentary evidence. Duress applied to signing a blank receipt for service charges. Furniture delivery to storage unit improperly handled and cared for. Claims dept was to investigate, charges put through on credit card in advance of notifying us of any resolution in the investigation.Desired Settlement: We would like the storage unit re-loaded to our satisfaction, reimbursement of prior charges for the move and any damages resulting of improper loading of the unit originally.

Business

Response:

Please be advised that we are in receipt of [redacted] complaint regarding the move and her dispute of the charges. [redacted] has been advised that our estimator will be contacting her the week of July [redacted] to meet her at her storage facility in an effort to resolve her concerns as quickly and amicably as possible. Additionally, I will be forwarding [redacted] the paperwork that she claims she did not receive. Lastly, I am not in a position to issue any type of refund as this would have to be discussed once [redacted] meets with our.Should you have any questions or comments, please do not hesitate to contact our office.

Consumer

Response:

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) So far things have been generally amicable with Monica in their claims department but it hasn't resulted in any satisfaction or resoluation as yet. She claims to not have any authority to issue a refund for our disputed, unauthorized and unsubstantiated charges, and we need to await the scheduling of an examiner from their company to visit the storage unit with us, which based on availability can take another week or so.(ii) For example, the original estimator has been included on all emails and yet he has not yet weighed-in despite my having exchanged calls with him on the day of the move, June [redacted] so he's been aware of the issue for weeks.(iii) I have requested paperwork a couple of times. June [redacted] I was advised by Monica that she would need a few days to receive the paperwork regarding the move, speak to her drivers and supervisor and would be in touch in a couple of days and its been 10 business days already and the manner in which she responded would lead one to believe that I should have received something or have something in my possession.(iv) I have furnished an account of the days' events, coupled with a security transcript of arrival & departure to & from the storage facility which clearly disputes any reported timing by the driver/crew and have photos of the storage unit and none of this to them seems to be conclusive enough. I cannot imagine what there is to question at this point.(v) The estimate was for an 8 hour job, the job was to start at 8 a.m. they didn't show until 10:00 and then charged me for overtime. Last time I counted 10-5:30 is not even 8 hours. It was their choice and out of their poor servicing and planning that they needed to then go to the storage facility. I discussed this with them, their offices 3 times during the course of the move from noon-2:00 p.m. (Craig/Greg) and to the estimator (Bill L[redacted] who was at a baseball tourney somewhere out of town but nevertheless returned my calls. There should not have been any overage charges beyond the original estimate.(vi) I have furnished a few of the photos I took after the first visit to the storage facility, piled high like junk with unwrapped dining room chairs (wood w/leather seats) unwrapped, mixed in right-side up and upside down with metal lawn furniture and custom fabric teak stools also unwrapped & on top of all sorts of items. The only items I saw pad-wrapped were the dining room table & leaf, antique corner cabinet (rosewood & glass) & a small coffee table. Nothing that came to the apt. (leather couch, antique curio, 2 beds, lingerie chest, 1 dresser, 2 night tables, oak kitchen table & 4 chairs, 3 shelf bookcase, tv & components shelving) was pad-wrapped, only quilt blankets were used on some of those items, the rest were covered in plastic if covered at all).

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Business

Response:

At the time of the estimate, we were told that the [redacted]'s had 500 cubes of storage. However, on the date of the move the [redacted]'s had 1,100 cubes of storage which resulted in the additional time and costs. Our estimator, Mr. L[redacted] met with [redacted] and explained all of this to her. We have issued a refund the for used jiffy pads, but at this point we feel that the charges were adequate since the storage was twice the size of what was originally estimated.

Consumer

Response:

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:

That is not true. There was always more going into storage than going to the apt. 800 vs 500, which is why I got the 10x20 storage unit and told the storage driver that he should switch trucks. The apt is only 1000 sf. I showed and sent photos of what was moved to the apt. As proof.

Sincerely,

Review: My wife and I were during some renovation on our living room. So we wanted to store all our antique furniture while we were doing the restoration. We called the Padded Wagon moving and storage company. We asked them can they store antiques? Is there storage facility leak free? Are the items safe. They told us yes to all these questions and they said they store million dollar antiques all the time. So we stored our funiture there for over a year and paid them over $5,000 dollars in storage fees. Last week we asked them to deliver our furniture. There had obviously been a major leak or flood in their storage facility. Every one of our antique pieces came back either soaking wet when they brought it into our house or completely damaged and ruined. We had very valuable antiques and the wood was wet for so long it had mold growing on it. We called Padded Wagon and we submitted our claim to them but have not heard back from them. The items they damaged and the cost of the repairs is $47,000. If they had called us when water damage was starting to occur, my wife and I could have removed our items and stored them some where safe. Padded Wagon told us they are experts in storing antiques and instead they ruined them. They charged us a lot of money for storage because they guaranteed us that the antiques would be safe from damage. We got completely ripped off. We have sent them detailed photographs and all the damage. The movers that brought the furniture back agreed it was soaking wet.Desired Settlement: Padded Wagon should pay us for the cost of the antiques that are so damaged that the are now worthless (we sent them the itemized cost of everything) and pay us for the cost of the repairs for the items that can be repaired. One of our pieces of furniture is a one of a kind piece. Now that it is damaged, even if it is repaired it I worth much much less than what's it's value was before it was damaged.

Business

Response:

To whom it may concern:

[redacted] & [redacted] came into storage in 2013. At that time, they were offered valuation coverage to protect the items in storage and they declined. Without the purchase of valuation coverage, shipments are released at 30 cents per pound per article which is stardard in the storage and moving industry. There was a leak in the warehouse, but we were not aware of this. When the items were delivered, [redacted] called and advised that some of the items were wet. I asked [redacted] to return the items with our delivery crew so that we could send it to our antiques restorer and she declined.

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Consumer

Response:

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 not able to read the response so I do not know what the business said.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have forwarded this client's attorney's letter to our insurance carrier for a fair and quick resolution. Our insurance carrier has set up a claim and will proceed accordingly.