TROSA

TROSA Moving did not do what they said they would in our contract, as a result our items were broken and damaged and we requested a refund. My husband and I hired TROSA Moving to pack and load our household goods onto a UPack Truck. Pursuant to the estimate provided by TROSA Moving on January 12, 2016, TROSA Moving agreed to to, among other things, prepare all furniture for shipment, move inventoried items only, and provide dishpack and packing paper for our move from North Carolina to Colorado. TROSA Moving, however, breached our contract by failing to provide these services by not using the provided moving blankets and pads, failing to use packing paper, failing to provide an inventory, and failing to even pack many of our goods in a box or container with a lid. As a result, we suffered damages to our household goods totaling over $3,000. We are requesting they refund the $1,103.60 we paid them via credit card on May 25, 2016.In addition to failing to provide the services promised, TROSA Moving charged us for several items that they either did not use or that were used improperly. First, TROSA Moving represented that six men were on the job for 5.5 hours. However, one of the men had to leave due to medical reasons and it took the replacement at least half an hour to arrive in addition to the time lost due to his injury, rest, and on-site treatment. Second, we were charged for six wardrobe boxes and 28 cartons of various sizes. Only two wardrobe boxes were actually used for clothing. The rest had small household goods thrown inside. Additionally, we provided our own boxes, but told TROSA Moving that a few additional boxes may be needed. They did not even come close to using all of our boxes. Further, when we unpacked the trailer, we found many TROSA Moving boxes, for which we were charged, unbuilt, in the trailer. Similarly, we found several rolls of packing tape, unused, on the trailer. We should not have to pay for unnecessary and unused boxes or tape. In addition, TROSA Moving failed to properly load the trailer. They loaded heavy boxes on top of clearly marked fragile and lighter boxes. Many of the boxes and contents were thus crushed upon loading. Our wooden furniture was not wrapped in moving blankets, resulting in damage to the furniture. Several items appear to have been thrown on the truck, including chairs that were sideways and vacuums which were overturned, resulting in additional damage to those items and items surrounding them.When TROSA Moving was finished loading the trailer, they asked my husband to sign a waiver of liability for damage that occurred during transit. He specifically noted that he could not see what was inside the boxes, and the person asking him to sign the waiver told him that would still be covered. My husband could not see what was behind the last row of boxes, nor was the trailer completely loaded when he signed. Furthermore, if he refused to sign, TROSA Moving would not have released the loaded goods to us, and we would not be able to move. He was not given an opportunity to consult an attorney or provided the waiver before hand. Therefore, it is our contention that the waiver of liability is void. Nevertheless, the damage occurred due to TROSA's breach of contract and improper loading, so even if the waiver were valid, it does not apply to our request for a refund.We were obviously very disappointed with the service we were provided by TROSA Moving. I contacted them by phone immediately upon discovering the negligent packing and loading. I asked what they needed to file a claim and requested a refund. TROSA Moving told me they would decide on our request for a refund after the insurance company made a decision on our claim.Our claim was handled by the insurance company extremely unprofessionally and ultimately denied. I then contacted TROSA Moving and requesting they respond to our refund request. [redacted], the claims supervisor, left me a voicemail message on September 1, 2016. I called him back and left two separate voicemail messages, and have received no response as of yet.Desired SettlementWe are requesting a refund of the $1,103.60 we paid to TROSA Moving on May 25, 2016 due to breach of contract.Business Response The customer contracted with TROSA to pack and load their house for a move from NC to CO. As with any move where we are packing but not transporting items, we were clear that we are not liable for items damaged in transit.We requested photos of damaged items but we only received photos of boxes, not the items themselves. The customer was requesting a reimbursement of $8,000 on a $1,100 job, which seemed unreasonable. Therefore, we turned the matter over to our insurance company [redacted] Insurance, a respected company with an AM Best A rating). [redacted] initially denied the claim on 9/1, but then instructed us not to contact the customer because they were reviewing the claim denial. On 9/27, we received notice from [redacted] that the claim was denied. This Revdex.com complaint on 9/28 came before we had a chance to respond to the customer. We contacted the customer and came to a mutually agreeable settlement on 9/29 by phone, and received written confirmation on 10/3 (see attached document).Consumer Response The above is accurate and our claim has been resolved.