Twin Oaks Moving Company, Inc.

This shipement was moved with the *** ** *** under a *** *** ** ***. Mr& Mrs*** were not the consumers for this move. All has been resolved to my knwoledge

I have just returned from an almost three month medical leave and on the day of this complaint, my e mails were full and therefore this e mail never came through. This is the first e mail that I have received on this complaint.This was a military move with the *** **
***. I do however apologize the the delay in handling this part of the claim. Some things had which waould have been handled by me had fallen through the cracks and beleive this is the case on this floor damage.We have contacted a company to contact the *** to repair the floor. Since this is a military move with the *** *** and Mr& Mrs*** are not the consumers in this case, therefore this complaint should be closed

We decided to go with Twin Oaks company second time remembering a great experience back in This past summer, we hired Twin Oaks to move only miles to a new placeThe moving crew that came was unexperienced, slow and did not care about doing a good jobThere were mostly on the phone, busy texting or taking a breakWe were very disappointment when a move in day came, different crew members showed up hours laterThere were also very slow and careless about the things they were bringing into the houseThe moving crew supervisor was very rude and hostile, and argued every time they were asked to assemble furniture, for reason they could not find any parts that other crew took care on the move out day The supervisor even almost got into the fight with our son, when we were getting money from a bankThere were many damaged things and the most important they did several deep dents in the hard wood floorThe president of the Twin Oaks has been contacted right at that time; we addressed all damaged goods and floors and emailed him picturesHe just responded that we would need to file a claim, so we did thatThe company reimbursed for all damaged items, except the most expensive damage – hard wood floorsThe explanation for denial for damaged floors stated that this was done by us when we were helping the moving crewWe tried to contact the president sending him several emails, he never responded

Grandfather clock was originally denied due to the fact that a third party should have been set up by the customer to deservice the clock prior to move and remove all the weights & the pendulum.Since than we have offered as a goodwill gesture, the $119.00 that the customer spent out of...

pocket to fix the clock because of the movement of the weights & pendulum.According to our tarriff, there are no changes in the transportation charges to the final destimnation of Kissimmee, FL.Twin Oaks Moving Company, Inc. has been the carrier on her move since the estimate was given.  In early 2014, we severed our relationship with [redacted]A check will go out this week for $119.00 for the grandfather clock.

Complaint: [redacted]
I am rejecting this response because:
Twin Oaks moving has not delivered any of the items that were reported lost in their warehouse when they moved our furniture in on 8/1/15.  They were aware of those items on the date of delivery and made no effort to contact us until we filed our claim and paid the balance for the moved.  Regarding the broken glass items reported to them on the date of move in on 8/1/15, they have made no effort to pay for them pending resolution of other items in our claim, even though the moving crew acknowledged the items were not packed properly and arrived broken.  As they stated, they finally contacted us regarding repairs to the scratched and marred furniture but never informed us that they were taking steps to have a third party service repair them.  I called the repair service myself to be assured that the work would be scheduled for 1/6/16.  They have given me little evidence of communicating their plans.
Their general lack of responsiveness to our phone calls to find out progress in settling our claim was the main reason for our complaint.  They have yet to demonstrate a resolution that we are satisfied with other than to say they cannot settle our monetary claim until all other aspects are completed, eg ship undelivered items and repair the damaged furniture, are complete. They are holding us hostage to a process they defined and on a timetable which is uncertain.
Regards,
Douglas [redacted]

[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 is satisfactory to me with the following exceptions.
 
1) I want to know prior to 1/13/16 what the settlement amount of my claim will be in dollars.  Basicallly, what will I be paid for the broken items less the deductible in the insurance.
2) I want to know if Twin Oaks Moving will pay for professionally cleaning the lost rugs they located in their warehouse where they have been for the past 7 months.
Regards,
[redacted]

We did deliver Mr. [redacted] household goods out of our warehouse on 8/1/15, however, we send a letter to Mr. [redacted] on August 10, 2015 to notify him of an outstanding balance on his storage account of $2160.34.  We did not hear anything from Mr. [redacted] until his claim form was received in...

our office on October 7, 2015 at which time we sent him a send notice informing him of his balance due. Finally on 11/8/15 four months after his delivery, Mr. [redacted] paid his balance and we were now able to move forward with his claim.  We sent the claim to a third party inspection company on 11/18/15 and an appointment was scheduled with Mr. [redacted] for 11/24/15 right before the Thanksgiving Holiday weekend. I was not able to review it until the following week at which time I forwarded approval to the third party repair company to complete repairs on 12/7/15.  Mr. [redacted] has set an appointment with that company now for January 6, 2016. I have found the missing items in the warehouse and I am in the process of scheduling delivery of those items.

Review: We moved last June and the movers damaged our recently installed wood foyer floor. They did not cover the wood at all. They dropped large pieces of furniture and gouged it. They dragged appliances across the floor and scratched it. When we discussed this with them, the movers told us to take photos and claim the damage when our household goods arrived on the other end. We did as directed, and we were then told we had to claim it at the time it occurred and the claim was refused. The [redacted] directed us to contact Twin Oaks personally to discuss how the damage will be repaired as it is the company that is liable for property damage. However, my letter has been ignored for three months. I have sent another email to them with pictures of the damage and my original letter.Desired Settlement: I want my floor restored to its original, like new condition.

Business

Response:

I have just returned from an almost three month medical leave and on the day of this complaint, my e mails were full and therefore this e mail never came through. This is the first e mail that I have received on this complaint.This was a military move with the [redacted]. I do however apologize the the delay in handling this part of the claim. Some things had which waould have been handled by me had fallen through the cracks and beleive this is the case on this floor damage.We have contacted a company to contact the [redacted] to repair the floor. Since this is a military move with the [redacted] and Mr. & Mrs. [redacted] are not the consumers in this case, therefore this complaint should be closed

Business

Response:

This shipement was moved with the [redacted] under a [redacted]. Mr. & Mrs. [redacted] were not the consumers for this move. All has been resolved to my knwoledge.

Review: Failure to provide reasonable care of goods; damage costs denied due to un-stated requirements; failure to place insurance paid for; failure to refund charge for excess mileage. while in the care, custody and control of the mover, a grandfather clock was improperly handled, resulting in repairs required in the amount of $119.00; carrier denies liability, despite its employees taking steps to crate and move the item; item was further listed as high value inventory. Carrier failed/refused to identify the interstate carrier they are associated with, and represented themselves to be an agent of [redacted] which they were not on July 29, 2014.Desired Settlement: Since there are additional damages that have since been discovered but it would be difficult to directly connect them to the actions of the carrier, I feel I am entitled to a refund of the excess mileage charges (78 miles) and the cost for the first clock repair,$119.

Business

Response:

Grandfather clock was originally denied due to the fact that a third party should have been set up by the customer to deservice the clock prior to move and remove all the weights & the pendulum.Since than we have offered as a goodwill gesture, the $119.00 that the customer spent out of pocket to fix the clock because of the movement of the weights & pendulum.According to our tarriff, there are no changes in the transportation charges to the final destimnation of Kissimmee, FL.Twin Oaks Moving Company, Inc. has been the carrier on her move since the estimate was given. In early 2014, we severed our relationship with [redacted]A check will go out this week for $119.00 for the grandfather clock.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The weights were NOT attached within the clock, they were in a separate box; the pendulum was SECURED TO THE INSIDE BACK WALL OF THE CLOCK WITH DUCT TAPE. Business sent an email 'explaining' that they "are not an insurance company", and that there was no need for a Certificate of Coverage, despite my paying over $300 for it, and in the paperwork provided by the carrier it was stated that I had the option to have it. Further, the date of the quote was July 9, and on that date I discussed their 'association' with [redacted] and at no time did [redacted] deny same. Their offer of $119 to cover the first repair to the grandfather clock (there have been two since) is rejected; the amount indicated, $250, will partially reimburse me for the "0 deductible for damages" that I paid for. They have already forwarded a check in the amount of $125, which I have not cashed. The total amount that I will settle for is $375 - The $125 already sent, and $250.

Regards,

Business

Response:

There were 5 items on Ms. [redacted] claim form. Two of the items were repaired for $450.00 and two of the items were cashed out for $125.00.The fifth item which was the grandfather clock she claimed for $110.00 at first denied and later reversed and a check was sent for and additional $119.00. Total claim paid out by Twin Oaks Moving is $694.00As explained in my previous reply. She purchased valuation coverage with a 0 deductible and according to her rejection she is looking for partial reimbursement on that charge. If she had not purchase that valuation coverage our carrier liabilty for her shipment would be $.60 per pound per article per our applicable tariff and her claim would have been settled for far less than we paid out. This item is not refundable.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. However, the alleged check in the amount of $119 has not been received, and I am very disappointed in the 'explanation' of the valuation charge.

Regards,

Review: Twin Oaks Moving damaged a number of items and lost several items in a household move. These were discovered upon delivery on August 1, 2015 to my new home. I have paid for their service and submitted the proper claim form for damage and missing items per their contract. The company told me they will work with a third party to resolve the damaged furniture and try to locate the missing items in their warehouse. To date the third party has documented the damaged furniture and said they would inform Twin Oaks to determine next steps. I have waited for a response for several weeks now without success. Multiple phone calls to the claims director, Gail [redacted] have not been answered.

I want the company to respond to my claim and compensate me for the furniture damage (which was covered by insurance that I paid for) and provide replacement coverage for items they lost.Desired Settlement: Monetary compensation of the amounts claimed for damage of furniture and for lost items.

Business

Response:

We did deliver Mr. [redacted] household goods out of our warehouse on 8/1/15, however, we send a letter to Mr. [redacted] on August 10, 2015 to notify him of an outstanding balance on his storage account of $2160.34. We did not hear anything from Mr. [redacted] until his claim form was received in our office on October 7, 2015 at which time we sent him a send notice informing him of his balance due. Finally on 11/8/15 four months after his delivery, Mr. [redacted] paid his balance and we were now able to move forward with his claim. We sent the claim to a third party inspection company on 11/18/15 and an appointment was scheduled with Mr. [redacted] for 11/24/15 right before the Thanksgiving Holiday weekend. I was not able to review it until the following week at which time I forwarded approval to the third party repair company to complete repairs on 12/7/15. Mr. [redacted] has set an appointment with that company now for January 6, 2016. I have found the missing items in the warehouse and I am in the process of scheduling delivery of those items.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Twin Oaks moving has not delivered any of the items that were reported lost in their warehouse when they moved our furniture in on 8/1/15. They were aware of those items on the date of delivery and made no effort to contact us until we filed our claim and paid the balance for the moved. Regarding the broken glass items reported to them on the date of move in on 8/1/15, they have made no effort to pay for them pending resolution of other items in our claim, even though the moving crew acknowledged the items were not packed properly and arrived broken. As they stated, they finally contacted us regarding repairs to the scratched and marred furniture but never informed us that they were taking steps to have a third party service repair them. I called the repair service myself to be assured that the work would be scheduled for 1/6/16. They have given me little evidence of communicating their plans.Their general lack of responsiveness to our phone calls to find out progress in settling our claim was the main reason for our complaint. They have yet to demonstrate a resolution that we are satisfied with other than to say they cannot settle our monetary claim until all other aspects are completed, eg ship undelivered items and repair the damaged furniture, are complete. They are holding us hostage to a process they defined and on a timetable which is uncertain.

Regards,

Douglas [redacted]

Business

Response:

There was a warehouse search conducted shortly after delivery in which the trace came up negative for the missing rugs. As explained in my previous response, the claim form was not processed at all until the balance of $2160.34 was paid on Mr. F[redacted] storage account. Once this was finally satisfied by Mr. F[redacted] in November, the file was given to me for processing of the claim. We sent an repair company to his residence on 11/24/15 to inspect the damaged items. In the mean time I conducted another warehouse search and found the rugs that were missing. On 12/7, I contacted the repair company to go forward with the repairs. Mr. F[redacted] set the appointment to do that on 1/6/16. The repairs were completed on that date and I received their bill on 1/7/16. All claims are finalized when completed. We do not pay partial settlement on claims. As of today's date 1/8, I have finalized the claim and would like to deliver the check and the rugs on 1/13/15.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me with the following exceptions. 1) I want to know prior to 1/13/16 what the settlement amount of my claim will be in dollars. Basicallly, what will I be paid for the broken items less the deductible in the insurance.2) I want to know if Twin Oaks Moving will pay for professionally cleaning the lost rugs they located in their warehouse where they have been for the past 7 months.

Regards,

Review: I was overcharged for weight therefore my invoice total was inflated and I paid significantly more. From the time I received the initial estimate of 22,000 lbs on 12/19/14 from [redacted] I had concerns about the weight being estimated too high. It was based off of the weight from a previous move Twin Oaks had performed for us several years ago that included my parents belongings. I contacted the company that did our last move and they provided copies of our weight tickets which were 15,500 lbs. So, I requested a new estimate for 17,000 lbs from Twin Oaks which was provided on 1/11/15 but [redacted] discouraged me from using it stating that the price could go up and I could end up paying more. However if I used the estimate for the 22,000 lbs and the weight came in less the bill would be less. I believe this was deliberate knowing they would get substantially more money from the 22,000 lb estimate.

When they called to give me the total amount, I asked what the weight was, [redacted] informed it was 19570 lbs. I replied that "it was not possible" and asked about having the truck re-weighed. [redacted] said they could do that at my expense of $85. The truck was reweighed and then I was given several different final weight totals of 19320 and 19020. I requested copies of all the weight tickets. According to the weight tickets provided by Twin Oaks my weight was 15,900 lbs. Taking the weight of the trailer on 1/22/15 - 23,700 lbs. and 23,100 lbs. for a total of 46,800 lbs. and subtracting the weight of the trailer after my shipment was delivered and the trailer was re-weighed on 1/24/15 - 14,480 lbs. and 16,420 lbs. for a total of 30,900 lbs. 46800 – 30900 = 15,900 lbs.

The weight they billed me for is including someone else shipment. I have attempted to several times via email to resolve with Twin Oaks, however they are not responding.Desired Settlement: I am requesting a refund of $3500 as this this the amount over billed on weight and valuation coverage

Business

Response:

Mrs. [redacted] did not understand the process of how weights were determined on interstate household good shipments. I personally have been cooresponding with her through e mail the entire time to explain the process. When Mr. [redacted] returned from vacation on 2/20,he phoned Mrs. [redacted] to explain the weighing proceedure.The valuation coverage which Mrs. [redacted] signed for on her original estimate was with a $0 deductible and after the shipment was in transit she wanted to change it to a $500.00 deductible. This is not common business practice throughout our industry, however we did allow it as a goodwill gesture.I have sent Mrs. [redacted] a declaration of valuation coverage change to sign and as soon as we receive it, I will process a refund check request for $571.65

Consumer

Response:

Review: [redacted]

I am rejecting this response because: While Twin Oaks has claimed that “I do not understand the process of how the weights are determined”. Actually, what I don’t understand is how this shipment is between 3520 lbs. and 4070 lbs. more than my previous move. Twin Oaks that has given me 3 different total weights, 19,570 lbs., 19,320 lbs. and 19,020 lbs. It's my understanding that the initial weight of 19,570 lbs. was calculated from an amount "called in" by the truck driver. This is what Twin Oaks used to bill me for. Only after 2 separate requests, Twin Oaks emailed me a weight ticket that was supposed to represent the 1st empty weight of the truck. However, I discovered that the numbers on the ticket did not correspond with the identification numbers of the truck and trailer as on the other weight tickets they had provided. I also noticed that it was dated a week prior to picking up my shipment. However, they attempted to use this "empty" weight ticket for a rebuttal of 19,320 lbs. advising me there was not enough weight difference from the 19,570 lbs. and the 19,320 lbs. It was also at this time, [redacted] with Twin Oaks took the opportunity to inform me that I owed $85 for the re-weigh fee and that their driver incurred extra costs and labor driving around looking for an open weigh station because the one closest to my house was closed, therefore I would not be receiving a refund. I pointed out to Twin Oaks that the ticket they provided could not apply to my move as those identification numbers did not match. How can Twin Oaks accurately bill me without the actual initial empty weight ticket? The phone estimate of 22,000 lbs. provided by [redacted]/Twin Oaks was so much higher than my previous move weight of 15,500 lbs. I was assured by [redacted] that the truck and trailer would be weighed empty prior to picking up my shipment and then again after picking up my shipment. Now, not only do I not have an initial empty weight ticket, the driver did not get a “loaded” weight until the next morning and over 70 miles away from where he picked up my shipment. I have no way of knowing whether that weight is only mine or includes the other shipment. I’d like to point out that there are 3 CAT scales within 20 miles of where my shipment was picked up and in the direction the driver was headed. As I’ve stated previously, I have the actual weight tickets from my last move which weighed 15,500 lbs. and everything from that move was put directly into storage where it remained until Twin Oaks picked it up. Not to mention there were several items that I advised the movers not to load. Some of these items included a Queen Size Mattress and Box Spring, bedframe, a Bakers Rack, 3 Hyloft ceiling racks, crib and crib mattress, 2 metal dog crates, etc. Since there are so many discrepancies, I am confident that if Twin Oaks would simply research further on their end they would discover they may have inadvertently made some sort of cross billing, clerical orcalculation mistake. Perhaps Twin Oaks inadvertently included the weight of the other shipment that was added to the truck.While still hopeful that we can resolve, to date, I have record of receiving the arbitration information that I requested from [redacted] on February 14, 2015.

Regards,

Business

Response:

We have asked Mrs. [redacted] for copies of her previous move inventories and weight tickets to compare with her previous move that she insisted weighed 15500 lbs.We weighed thee truck an hour before her delivery and an hour after her delivery at the same scale. The differnce between the two weight tickets is the weight of her shipment.We have given her inofrmation on the American Mover's Association Settlement DisputeProgram for her to dispute the charges.We have not heard anything further from Mrs. [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I emailed a copy of my previous weight tickets to [redacted] who reviewed them with me on the phone. Twin Oaks did email me and request documents however I misunderstood the request. Perhaps if they had contact me again and explained a littler clearer I would have been able to accommodate their request. Although not entirely sure how since I telephoned my previous mover and requested the weight tickets just prior to this move because Twin Oaks estimate was so high.While according to Twin Oaks they weighed an hour before delivery and an hour after. I'll take this opportunity to remind Twin Oaks that they were suppose to weigh the shipment after picking it up initially. That is what Twin Oaks attempted to base the weight from and definitely what they charged me for, made up numbers. That is what prompted a re-weigh. I suspect because the weight is so high the other shipment was still on the truck. Twin Oaks did not perform as agreed.

I believe I rejected their last response on 3/6/15 and have not heard anything further from Twin Oaks Moving until today 3/30/15. Twin is required by law to provide me with arbitration information prior to my move, again something they did not do and I believe I needed to request the information twice.

Regards,