Unified Moving Services

UMS can not respond to this complaint until notarized claim form has been received and processed. Customer has not returned claim form at this point. All signed documentation can be provided as well as conformation letter prior to relocation once form is received and processed through operations...

dept. Customer tried to charge-back "Full amount" with [redacted]. Our organization provided all documentation to [redacted] and won review proceedings. Currently under 2nd complaint review from customer with [redacted].  Nothing can be credited or reviewed without proper documented paperwork from claim form regardless per standard operations procedure.                                                    Thank you

To whom it may concern, sorry for delayed response. Did not receive this complaint earlier. We communicated with customer throughout complete process of relocation. We had apologized for any delays do to traffic. There will be no other additional compensation. Customer had not purchased "full...

coverage insurance" option so customer is entitled to free valuation insurance of .60 per pound of depreciated value of any completely damaged article. We can provide all signed paperwork upon request. Operations dept. reviewed claim and awarded additional compensation do to delay in traffic. There will be no additional compensation . Again we are sorry for any issues but our AMSA/Pro-mover certification indicates we have a long track history of providing superior service on a regular basis but we are not perfect. No company is especially within relocation industry.. if customer want's to accept current credit they can e-mail release form for processing.
                    Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: From: <[redacted]>Date: Mon, Mar 23, 2015 at 3:00 PMSubject: Re: Unified Moving Services Complaint 2nd Response ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>[redacted],   I am not cashing the check this company has sent me and look forward to seeing just exactly what they are sending you.  I have all papers I recieved from them the day of the move and restate that I never got a formal copy of a receipt from them with an itemized list of what I paid for.Thanks again for your time today.[redacted]---- [redacted] <[redacted]@myRevdex.com.org> wrote:> [redacted]> [redacted]> [redacted]> Fairfax VA [redacted]>
Regards,
[redacted]

No additional offer or compensation can be made without written claim form documentation . All claims must be received via written claim for processing. Original courtesy discount has been rejected.  Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I have not heard from [redacted] about this credit offer.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I believe I am due an explanation of how they came to the dollar amount of their "additional courtesy credit" of $102.00.  Based on what? The complete entertainment center was purchased in 2005 for approximately $650.00. The top half that was demolished was approximately 150-200 pounds. These are the questions they asked me on the claim form.  In their response to my complaint they indicated that included in the "courtesy credit" they "awarded" additional compensation due to traffic.  They made no mention of this on the release form.  There is no breakdown of what they are offering in dollar amounts. If you need a copy of this, I'd be happy to provide it.
They also state that they communicated with me  "throughout complete process of relocation".  I reject that statement, as I know I had to call THEM to find out why there was a delay.  I was told traffic, but when the team did arrive, the lead mover told me they were not given a time.  He even showed me a work order with nothing in the time frame.
 In my complaint letter to the company and my statement to the Revdex.com, I asked for an itemized billing statement with a breakdown of what extras I was charged for.  You will note that whoever responded to my complaint either didn't read that part or is completely ignoring it.
I do not feel that I am asking for more than I'm due, an explanation of what I paid for and what they are offering for my demolished piece of furniture.  I'm well aware of the traffic in the Metropolitan DC/VA/MD area as I am an outside Sales Representative. I'm in this traffic every day. The delay is not the issue.  I work for a company that prides itself on good customer service. That's why Forbes Magazine has rated us among The Top 100 Most Trustworthy Companies in the country.  I don't expect perfection from a moving company, but when someone experiences delays, unfulfilled statements of service and lack of followup I believe it needs to be brought to someone's attention.  I will continue to do just that regardless of how this issue is resolved. 
Regards,
[redacted]

To whom it may concern,                            UMS apologizes for any issues or complaints. Our organization hardly receives any complaints. We realize not every relocation is perfect. Especially in this difficult type or...

service industry. We always try and accommodate all our customers. [redacted] was recommended by a "[redacted]" a previous satisfied customer which makes any issues or concerns even more important.  This relocation was very moderate. Customer had requested a full refund for the entire cost of relocation which is not except-able. Operations department reviewed all issues of complaint with employees who performed service. It was decided that since [redacted] was recommended to our organization and was not satisfied with service. We would offer a courtesy discount of $150.00. without any claim forms. This amount would be more than the free .60 per pound per broken or damaged articles that was professionally packed by UMS. We are not responsible for customer packed items or items that have minimal blanket wrapping. This is standard on general paperwork. We can provide all signed paperwork upon request that reflects all responsibility for relocation services.                          Customer refused courtesy discount which represents over a 10% refund for total cost of relocation. Operations then rescinded courtesy offer and sent standard claim form to be filled out and returned to UMS for processing  for free valuation insurance coverage. Customer refused to fill out claim form which is required for written documentation all reviews for claims and refunds. We still have not received claim form from customer and can not proceed with processing and review. Once claim forms are received the review process takes 30-45 days. In this case much shorter because issues have been reviewed. Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I believe I am due an explanation of how they came to the dollar amount of their "additional courtesy credit" of $102.00.  Based on what? The complete entertainment center was purchased in 2005 for approximately $650.00. The top half that was demolished was approximately 150-200 pounds. These are the questions they asked me on the claim form.  In their response to my complaint they indicated that included in the "courtesy credit" they "awarded" additional compensation due to traffic.  They made no mention of this on the release form.  There is no breakdown of what they are offering in dollar amounts. If you need a copy of this, I'd be happy to provide it.They also state that they communicated with me  "throughout complete process of relocation".  I reject that statement, as I know I had to call THEM to find out why there was a delay.  I was told traffic, but when the team did arrive, the lead mover told me they were not given a time.  He even showed me a work order with nothing in the time frame. In my complaint letter to the company and my statement to the Revdex.com, I asked for an itemized billing statement with a breakdown of what extras I was charged for.  You will note that whoever responded to my complaint either didn't read that part or is completely ignoring it.I do not feel that I am asking for more than I'm due, an explanation of what I paid for and what they are offering for my demolished piece of furniture.  I'm well aware of the traffic in the Metropolitan DC/VA/MD area as I am an outside Sales Representative. I'm in this traffic every day. The delay is not the issue.  I work for a company that prides itself on good customer service. That's why Forbes Magazine has rated us among The Top 100 Most Trustworthy Companies in the country.  I don't expect perfection from a moving company, but when someone experiences delays, unfulfilled statements of service and lack of followup I believe it needs to be brought to someone's attention.  I will continue to do just that regardless of how this issue is resolved. 
Regards,
[redacted]

To whom it may concern,                          Unified moving services has provided weight ticket to customer as well as DOT. All long distance relocation's have provided weight ticket per AMSA/Guidelines. If ticket is detached...

from paperwork copy is provided upon request. There will be no other additional compensation offered . Customer had opportunity to purchase "full coverage insurance " up to 3-days prior to relocation. We have all documentation from conformation letter to general logistic paperwork upon pick-up at point of origin. Customer chose valuation insurance we covers .60 per pound per depreciated value for broken or damaged articles that are professionally packed. [Not any items packed by customer are covered]Customer chose to pack most items themselves. Very minimal professional packing was provided for long distance service. Our organization has provided an additional  $150.00. courtesy credit on top of standard valuation insurance. Release form was sent 09/09/14 for total refund credit amount of $371.40. No additional compensation will be offered.
                                                                     Thank you

To whom it may concern,
                            UMS apologizes for any issues or complaints. Our organization hardly receives any complaints. We realize not every relocation is perfect. Especially in this...

difficult type or service industry. We always try and accommodate all our customers. [redacted] was recommended by a "[redacted]" a previous satisfied customer which makes any issues or concerns even more important.  This relocation was very moderate. Customer had requested a full refund for the entire cost of relocation which is not except-able. Operations department reviewed all issues of complaint with employees who performed service. It was decided that since [redacted] was recommended to our organization and was not satisfied with service. We would offer a courtesy discount of $150.00. without any claim forms. This amount would be more than the free .60 per pound per broken or damaged articles that was professionally packed by UMS. We are not responsible for customer packed items or items that have minimal blanket wrapping. This is standard on general paperwork. We can provide all signed paperwork upon request that reflects all responsibility for relocation services.
                          Customer refused courtesy discount which represents over a 10% refund for total cost of relocation. Operations then rescinded courtesy offer and sent standard claim form to be filled out and returned to UMS for processing  for free valuation insurance coverage. Customer refused to fill out claim form which is required for written documentation all reviews for claims and refunds. We still have not received claim form from customer and can not proceed with processing and review. Once claim forms are received the review process takes 30-45 days. In this case much shorter because issues have been reviewed. 
Thank you

Hi [redacted], hope things are going well.  " We received this Revdex.com complaint before we received claim form from customer that was issued immediately after customers complaint with delivery. All claim forms are processed within 30-60 days from receipt. Claim form is in process currently. (See...

our response below point by point below:
1. Move was scheduled for possible local or long distance depending on customers job offer.
2. Customer decided to relocate long distance. Operations dept. was in constant contact with customer throughout relocation process. Customer could not provide address of destination until  01/27/14. Because of late date of conformation of address scheduling delivery window was very difficult. We set up customers preferred date of delivery for 02/01/14 or 02/02/14. This was a common carrier delivery not an express delivery. By AMSA/guidelines east cost deliveries are made between 4-7 business days from earliest possible delivery date. We tried our best to arrive at preferred date but do to extremely bad weather this year it was impossible. We still managed to deliver within window of common carrier requirements which was amazing considering incredibly bad conditions.
3. Customer did not purchase full coverage insurance. Customer received free valuation insurance of .60 per pound per broken or damaged items. This is stated on signed paperwork for all customers.
4. Operations dept. has already issued a $150 credit as a gesture of good will for any complications. We will also issue a $200.00. credit once claim form review is completed as promised because customer had to hire handyman to put legs on table and reassembly bed.
We always try to provide the best possible service on a consistent basis. We are not perfect but have always maintained quality customers service throughout all operations. All e-mails and signed paperwork can be provided upon request as well as phone records with all communications form operations dept. with customer.
                                                         Thank you

This is our 2nd response for this complaint. Claim form is being processed. 30-60 completion from point of receipt. Customer will be sent release form to sign or except credit at that time.
 
                                                        Thank you.

Customer was sent claim form as well as release letter for credit but chose not to accept. All company procedures were followed and processed. All general agreement signed paperwork can be forwarded to Revdex.com if requested. There will be no additional compensation offered for minimal...

relocation.
                                                   Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
There is no charge-back in process.   The credit card company did not take any action so you got all the money you charged me.
Regards,
[redacted]

We need this complaint to be submitted under [redacted]'s name because move was completed under order # [redacted] for [redacted]'s name and supervision. We completed move in the past for [redacted] with satisfactory service. complaint must be resubmitted under correct individual whom work was performed. We...

will await correct response and will apply accordingly.
                       Thank you.

Hi [redacted],
   Never received 2nd complaint notice. This is 1st notice we have received. Our organization has made and offer above our related responsibility in regards to this matter and customer turned offer down. As stated before customer had valuation insurance not full coverage...

insurance for items that are professionally packed not minimal blanket wrapping. There will be no other offer in this matter. Our previous offer will be rescinded and reduced to reflect actual valuation insurance compensation.
                                                                       Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Since February 1, 2014, the first day UMS did not honor their commitment to deliver my belonging to my new home in [redacted], General Manager Mark and Operations Manager [redacted] has been well aware of how unhappy I am with the way they have treated me and handled my move.  For them to respond to this second Revdex.com complaint by suggesting they are not aware of a first complaint is absurd.  I have 3 months of emails back and forth to validate their level of awareness.  No business should be permitted to get away with such pathetic customer service.  
A $315.00 offer to settle when I've submitted insurance claim forms detailing theft and damage to my belongings and property of over $17,000.00 is absolutely unacceptable. 
I find it very interesting that **. [redacted] with the Revdex.com asked me if my offer to settle came from a particular insurance company - yet, at no time has UMS ever mentioned such a company.  Just as all communication with their company, it is very difficult to trust their communication, as well as their business practice.  I site several more examples of same in the two complaints on file with the Revdex.com.   
I will not give up until I receive fair and just compensation for the hardship I have been faced with due to the irresponsible manner with which UMS handled my move, as well as me as a customer.  Looking forward to next step toward solution.  
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I have outlined every one of my concerns, in great detail, TWICE, in each of my two Revdex.com complaint letters.  Those written explanations reinforce the fact that UMS is not being truthful in their responses regarding my incredibly deficient move I contracted them to orchestrate.  
To address their most recent responses: 
1)  Quite contrary to what UMS declared, my delivery WAS ABSOLUTELY NOT made on time.  It arrived three days after our agreed-upon back up date.  The weather wasn't the best, but, Department of Transportation verified roads were clear for travel the weekend my move was to have taken place.  The driver of the first truck claimed road conditions were too hazardous for him to continue driving the morning of February 2nd, and upon checking video cam at his specific location, we discover he absolutely was not telling the truth.  It was so upsetting, and I was helpless.  UMS General Mgr. and Operations Mgr. did nothing to help my situation that day.   
2) I opted for minimal insurance and minimal additional packing for two very sound reasons: 1) UMS General Manager [redacted] confirmed during numerous conversations what good care UMS takes of its customers, and 2) I have moved many, many times in my life, and have NEVER had a single item damaged, let alone broken, and absolutely not stolen.  I felt with [redacted]'s constant reassurance, there was no need for concern, or additional packing.  
[redacted]How does a moving company justify their employees damaging, ruining, STEALING a paying customer's belongings.............then refuse to acknowledge the problems, anger, and financial loss with an almost meaningless financial reimbursement????  
3)  The $150 credit I received from UMS was their response to my requesting a discount for my move, since they moved my date from February 1 to February 5.  That change, their inconvenience, required me to miss work, and put me in a very difficult position with my brand new employer.  I requested a 20% discount, but they only gave me 10%, 
4) To suggest I was offered a 20% discount on relocation is yet another UMS lie.  That absolutely never happened, and I cannot believe they suggest it did!!  The only monies I was offered - beyond the $150 credit I just sited because they missed my delivery date - was the pathetic $315.00 supposed "insurance claim" reimbursement.  Because it was so incredibly inappropriate and unfair, I absolutely declined. 
This case will absolutely not be closed until I receive valid, appropriate, and acceptable reimbursement for thousands of dollars of stolen and damaged belongings.  
Regards,
[redacted]

See Attachment

Review: This company was hired to move my household goods locally here. On 22 Aug 2012, they arrived and moved my furniture as agreed upon. Before the movers left, I did not see the glass for my dining table anywhere. I saw them remove it from the previous house but it did not arrive at my current house. When I asked the movers they acted as if they did not know what I was talking about. They allowed us to search the truck but found nothing. They stated they may have left it at the previous house by mistake. The next day I went back to look but it was not there. I then notified [redacted] at the company via email (he never answers the phone or returns calls - numerous were made, and he sent me a claim form via email on the 21st of Sept 2012. I sent him the claim form back with a copy of the original receipt for the table on October 15th, 2012 which he received and acknowledged via email. On 27 November, I emailed him again about status since I did not hear from them and he promptly emailed back "Check with me next week. Director of operations will be back next week and all minor claims will be signed off on so release form will be sent to you. Hope you had a great Thanksgiving". I gave it a couple of weeks and emailed back again on December 17, 2012 checking back per his request. I then received "Release form will be sent this week. Have a great day my friend!!. This was the last I heard from him. I emailed again on 21 February 2013 and 20 May 2013 with no answers and left numerous voice mails all without an answer. I was giving up but now decided it's the principle not the product and I would like resolution.Desired Settlement: I would like them to own up to their promises and pay me what is due. I requested $114.71 and feel this is a reasonable price to settle my loss and the run around I received from this company.

Business

Response:

We apologize for any inconvenience to **. [redacted]. We lost some vital info. due to computer system crash. We have recovered all documentation. Notes from several conversations were reviewed with **. [redacted]. **. [redacted] was told he had free valuation insurance of .60 per pound for lost or damaged items. All paperwork was signed at delivery for receivership. No glass table top was found. This was a short relocation. We are a military family owned business and we do several relocation's for military personnel. We stand by our previous offer of $60.00. for courtesy refund amount even though all proper paperwork showed completed delivery. We had no other issues at all with this relocation. We pride ourselves on the [A+] work record we have achieved over the years. So our offer still stands for valuation insurance refund of $60.00. If excepted we will send release form ASAP so we can issue credit.