Two Men and A Truck

I signed up for Interior Plumbing and Drainage Protection Plan in 7/Around the end of Jan I woke up to find that my faucet was laying in the tubSo I called Slwofa to file a claimThey sent out a plumber and I was informed that the diverted/faucet was not coveredThe plumber stated that he heard leaking water however did nothing to investigate or to see if there was an issueSo I called a friend and he put a cap on so I could at least take a shower, he heard the leaking water as well, however he did investigate and found that there was a major leak under my houseSo once again I called and they again sent someone outThis time the company came in and took a couple of pictures and said they would have to call service line warrantiesThey went out to their van and left no word to me nothingSo again I called the company and after being told many different reasons as to why this issue was not being handled and being transferred to dept and deptI was never able to spea

I have both sewer and water line insurance with Service Line Warranty of America (SLWA) On Tues, Aug 21, I came home in the late afternoon and saw that water was actively running down the entire width of my driveway After I notified the HOA of the water leak, I called the insurance agency and they sent a plumber out on Tuesday night He would not take action until it had been determined that it was my pipe that was leaking In fact, I have it in writing that he determined that it was NOT my pipe that was leaking Today (Wed) ***, the HOA plumbers, determined that it WAS my pipe that was leaking Now SLWA say they won’t cover me because “a third party” was involved
A summary of events follows I have been without water for days now
Tues, Aug between 3:and 4:pm Came home, saw leak, water running all over the street, reported problem to HOA
4: I called SLAW to report the problem and ask for an emergency call
HOA called ***, who arr

Initial Business Response /* (1000, 5, 2016/02/11) */
TWO MEN AND A TRUCK did in fact move this customer back on 10/12/The following day she called to report there were scratches and other cosmetic damages to a couple of her furniture items as well as a couple gouges in her wallsOur Damage
Claims Manager discusses the damaged items with her, and made arrangements for a professional repair vendor to repair the items at her homeFollowing that appointment, our vendor reported that some of the damages she indicated were clearly new and most likely moving related, but other damages appeared to be older and were likely due to wear-and-tear and not moving relatedHowever, he repaired all damaged items and walls she indicated to her satisfaction, with the exception of a dresser that had a scratch on the top which could not be effectively repaired on siteWe made arrangements with her to have the dresser picked up and brought to a repair vendor that could do the necessary repairs in their repair shopThe repaired piece was delivered back to her on 1/5/by our Regional Operations ManagerAt that time, our Regional Operations Manager asked the customer if she had found any other damaged items now that she had several weeks to unpack and thoroughly inspect her belongingsShe confirmed she had no other damages to report, so her damage claim was closed
The customer contacted our Damage Claims Manager again on 1/20/to report additional cosmetic damages to the legs of a desk that she claims happened during the moveOur Damage Claims Manager responded to her and let her know that since the time period to report damages had past and her original claim had been closed, no additional claims would be honored
Under the terms of our Moving Services Agreement, all damage claims must be reported to us within hours of the moveWe are willing to make reasonable exceptions to this policy, however the desk the customer is claiming we damaged has been out of our care for over monthsSince at this point we cannot determine if the damage was caused by our service, we cannot accept responsibility for the damage and open a new damage claim
Initial Consumer Rebuttal /* (3000, 7, 2016/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the regional manager returned my dresser I told him there were other damages but I did not feel that I would bother to address themAt that time I had not discovered the damage to my deskThere were other details involved that I cannot write and the manager knows about themI feel like this is a senior single woman being taken advantage ofI am not satisfied, nor am I happy with their response

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Once a clear plan of what will be done to correct or reimburse for the damages I will be happy to provide new payment informationIt is unreasonable to expect full payment with only a MAYBE chance that things will be corrected properlyThe workers were rude and very unprofessionalIt took them twice as long to load as it did to unloadYour sick mover put not only my health but the health of my two young children (both under 7) in jeopardy because of his inconsiderate mannerNot to mention the extensive damage done to my walls, floors (sets of carpet & linoleum floor), my washing machine & my sofa table due to their careless workWe've also had to place a service call for the dryer since we last spokeDue to its careless handling the dryer is off rotation & makes noise nowGoing by what you quoted of $for the floors & walls, cent per pound for the washer (253lb by the manufacturer's website) and 6lbs for the sofa table the credit should be as follows:253lb washer/dryer + 6lb table = 259lbs x cent = $+ $for walls/floors = $205.40I will authorize payment in the amount of $difference($300-205.40)
Regards,*** ***

This company sends me a statement every 4-months for a yearly bill They threaten to stop services if I don't pay immidiatly When I call they say that it was an error on their , but continue to send past due notices

We received the damage report from the customer and paid them out $per pound which is the insurance the customer agreed to prior to the move. We received the model number of the washer and called the manufacture to get exact weight which was pounds and then paid that out at $per
pound which is $
Thanks

TO WHOM IT MAY CONCERN: We are fully committed to fixing Mr***'s damages. *** *** our claims manager and our damage vender have tried now several times to communicate with Mr***. Our repair vender is trying to set up an appointment FOR REPAIRS with Mr*** for early November. This would have been done much sooner but, Mr*** told *** *** back on the first week of September, that he had is own contractor that he was going to use for the repairs, except the refrigerator. Mr*** has stated that he wants his damages repaired. We want his damages repaired has well. To avoid any further delays, please have Mr*** communicate with our repair vender. We look forward to resolving this issue and do apologize for anything that we have done to delay the resolution. Thank you so much. Sincerely,D*** ***

Be aware that this company has a very broad definition of what is considered "preventive" work and will not consider anything that it considers to be "preventive" We experienced a bain our main sewer line and had to have the line clearedThe first contractor never showed and required a follcall on our end to SLW in order to get another contractor out - there was no follfrom SLW, nor were they even aware that the first contractor had no-showed us A second company was called, also no-showed, and then came late the next day after another follcall At no point had either company contacted us to discuss timeline for the workThe second company was able to restore flowThis company conducted a follvisit with a camera and found not only are there numerous cracks in our mainline, there are several partial blocks (approx 75%) due to accumulated tree roots and toilet paperThese remaining blocks are clearly visible on cameraThis contractor followed up with SWL and recommended solutions to fully clear the line, but both solutions were denied because "flow has been restored." Yes - an inch sized clearing in a 6-inch pipe does allow flow, but it can hardly be said that the obstruction has been cleared!
We also have documentation from the previous owner that demonstrates this work has needed to be done in the recent past (since Fall 2016), as claims made through SLW, showing that this is a chronic problem that WILL re-occurYet we were told that nothing can be done until the problem occurs againBut therein lies their circuitous trap! If you have a clog and flow is restored (via a hour service), then anything else is considered "preventive." So the ONLY way they will do any kind of real, permanent repair is if there is a blockage that can not be addressed by roto-routingEven in the case where there is a documented re-occurring issue, they will only consider bandaids vsappropriately addressing the issueThe customer service has been very helpful when I have contacted them, so this has been a strength of my interactions But I am very disappointed that even with documentation of a recurring problem, that any additional work (which was recommended by the contractor that THEY hired) is considered preventive I guess I will have to file claims every 4-monthsBe advised and aware --- you may be a responsible homeowner, pay your premiums on time, and try and address issues on your home before they result in significant damage However, this policy will not help you do that - it will only help with emergency costs Is it worth it then? - Maybe But make the decision knowing that the policy only really covers "restorative" work and HARDLY anything that would be considered a repair

Initial Business Response /* (1000, 5, 2015/10/26) */
We are accepting responsibility for the damaged sofaI am awaiting an email/receipt from customer of the damaged itemOnce received, I will determine current fair market value on the item and settle/close out this claimI called customer
today and LDM with her
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive the voicemail and know I need to send a new copy of the receipt which I will do when I have itTwo Men and a Truck has a copy of the original ledger receipt from the furniture store where I purchased the couch but I am working on getting a printed copy as per their request
First I was offered $with the return of the broken, irreparable couch, which I did not acceptI called and spoke with them at length and was offered "fair market value" and/or 30% depreciated value of the couch which I also did not accept, but told them to send me the informationI already asserted that this offer was not acceptable which is why I went to the Revdex.com platform to receive a fair reimbursement
I want full reimbursement for the couch so I can buy a new one, since that is what I have to do since it is damaged beyond repair (as per what the company told me)If I'd had any control over the situation, the movers would have used the back way and not the frontI put my trust in them to do the right thing and they did not, and I should not be held responsible to pay anything out of pocket for a new couch

I've moved at least times in the past years, and this is BY FAR the worst moving company I've ever been unfortunate enough to hire Their customer care and service resolving the myriad of issues they caused is just about as bad They were supposed to call the day of to confirm arrival time They simply showed up without notice In an attempt to expedite the moving process, I piled all the items I wished to move clearly in a pile in my garage and a bedroom upstairs Upon arrival I pointed out all these items clearly and repeatedly to the movers Within minutes of beginning work, it became painfully clear to me that these workers HAD NO training in proper care during moving Rather than use dollies and handtrucks, my items were simply picked up by hand I witnessed one worker damage my desk because rather than load it on a cart, he was carrying it by hand and swung it into a beam in my garage Wardrobe boxes marked "fragile" with irreplaceable artwork were slung carelessly

This company has charged my credit card monthly for years to provide insurance for water and sewer lines from street to house but when I called they refused to respondI called last night due to a sewer blockage in the covered area and they said my account was suspended despite automatic payments, refused to respond and refused to tell me why my account was suspendedThe credit cards are active and have been for decadesThis company had charged me monthlyThey refused to respond and refused to tell me whyThey also did not call back as they said they would the next business day

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***I submitted my receipt to them for reimbursementI’m hopeful they will follow throughThank you for your helpHave a Merry Christmas!

They say hours emergency service day or nightNot true I had a clogged line out to the city sewerCould not use any water in the houseNo bathroomsThey couldn’t get anyone out until the next dayHow are you suppose to make it hours without using the water? Go to a motel? Put that $ in to the cost of this contractThey apparently don’t have plumbers under contract that work after pm

Letters were circulated to the residents of *** Mobile Home Park Many were concerned that if they didn't fill out the paperwork that there water would be shut off The way the advertising is explained it scared a lot of people unnecessarily Water is private and they should never been sent

I have concerns on the advertising letters they are mailing outletter has a City of *** *** logo and comes across as being from sent out by the city of ***Several elderly resident that I know thought that it was from the City and that it was something the City was suggesting that they needed to purchaseI feel that the this company fully intended on making the letter look like an official City letterThe second paragraph in the letter starts out {AS a *** homeowner and city official} It may well be within legal terms, but is rather misleadingI would be more than happy to email you a copy of the letter

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The repair man is scheduled to come and take a look at the table to evaluate if he is able to repairDuring our conversation, he did not sound confident that from the picture, he could fix it without having to take a look at it firstUntil he does that and can tell me definitively that he can make this table "whole: again, I am not agreeing that an appointment resolves the matter at this timeAgain this is a very heavy slate top and whatever he can or will do I need to be sure that the integrity of the table remains in tact so that it just doesnt break down and maybe fall on someones feet or something
Regards,
*** ***

On August 12, we had a sewage back up in our homeI called SLW and began a claimTheir subcontractor arrived and misdiagnosed the problem as kitchen waste back up (despite it clearly being sewage) within the home and informed me to call my own plumberI did so and incurred a charge of $That plumber did his best but the blockage was external to the home (the type covered by my warranty) and he could not clear it because it was not in the houseBy this time the sewage had infiltrated my furnace and the health hazard was extremely realA second call to SLW resulted in the owner of their subcontracting company arriving and over the next few days he did an excellent job of solving the problemI was assured by a John V*** of SLW that my charge of $from my private plumber would be reimbursedI sent him a scanned copy of the invoice and he acknowledged it was received and "sent over to contracting"I have made four calls to follow up and have only received continue

I think this is the best policy I ever bought!! They are quick and efficient as well as courteous and helpful

Here is a copy of our Terms and Conditions. Please review section J, under Movers Liability

We sent a moving crew to her home free of charge post move to take care of the cabinet. We looked for the cushion the customer said was missing. We inspected the truck, the office, and spoke to the moving crew. They told me that they did not have any items left on the back of the
truck when the move was completed. I looked at the customers bill of lading under the truck release section. The customer initialed that portion which states the following: "I have inspected the truck in which my items were transported and verify that all items have been removed from the truck(We are not responsible for missing items)." After explaining this to the customer she was still very upset. Even though we do not have the "missing" item and we went through all the proper procedures on move day, we decided to provide the customer with a settlement anyways. The customer was sent a settlement letter based on her valuation selection. The refund is being processed to the card used for payment of her move. I feel that we have gone above any beyond given the circumstances