UniGroup

This complaint will need to be transferred to the Eastern Missouri Revdex.com for [redacted] as the [redacted] shipment moved under [redacted] interstate operating authority. For purposes of the [redacted] interstate move, Fry-Wagner was acting solely as a disclosed...

household goods agent of United. As a disclosed household goods agent, Fry-Wagner cannot be liable for damages arising out of [redacted] performance under its interstate Bill of Lading. Therefore, please remove Fry-Wagner from the complaint and forward the complaint to the Eastern Missouri Revdex.com for [redacted].

Complaint: 11739923
I am rejecting this response because:A Customer Service Rep from Unigroup contacted me via phone and email today with the address of where my items are currently being stored. I have that address. I proceeded to ask her for the address where my items will be stored as of November 1st. She did not have that information and told me to contact the Operations Department at Unigroup at [redacted]. The woman I spoke to didn't even know what I was talking about but was able to give me the information for where my things are being stored. She gave me a company name and phone number: Suddath Relocation of MD and [redacted]. She said this is the name of the company storing our items in Maryland and they should have that information. I was never even told it was a 3rd party storage group! I immediately called and spoke to [redacted] who was the most helpful person I've spoken to since this ordeal began. He gave me his direct phone number and told me he would email me with his contact information and options. He asked if I had a one way storage container, which I told him I wasn't sure what the container was called. He then proceeded to tell me that those containers are not meant for long term storage and he wouldn't suggest we keep it outdoors as they often leak. I told him that is our concern, We DO NOT want to keep our items outside. He said he believes that United Mayflower will either allow us to store our items with Suddath Relocation but in different containers OR they will move them to another one of their (United Mayflower's) warehouses. He wasn't really sure because United Mayflower hadn't told him what they wanted to do yet. It's 18 days until our things are being moved and they haven't told him?! He then said he would email me no later than Monday after he spoke with United Mayflower. He would also be sending over estimates for storing our things with them. He kept reassuring me that my items would be safe and that we will figure this all out as he could tell we are very concerned for the safety and security of our things. His reassurance was greatly appreciated. It does NOT change that we are even more concerned now because NO ONE seems to have answers. Bruce was able to tell me the address as to where our things will be located starting November 1st. However, we are getting mixed messages. The containers department didn't have the address where it would be stored, Operations didn't seem to have any idea what was happening and then Suddath reassured me it would be ok but gave me different options (that I welcomed!). We also still have NOT received any written notification that our items will be moved to an outdoor location. I also asked if it was possible for us to have another container company (such as PODS) put a container outside of the warehouse to load/unload our items. Erin called us back to let us know she doesn't think that would be a problem and that I should contact someone else at the "local office" named [redacted] and left a number. Sincerely,
[redacted]

Please see our response for Revdex.com Complaint ID#[redacted]. [redacted]

The customer filed their claim with Mayflower on 8/29 and the claim has been assigned to an adjuster.  The adjuster has reached out to the customer and provided contact information and also to advise that a repair firm will be contacting them to set up an inspection appointment. Thank you, ...

[redacted] Claims Manager

Initial Business Response /* (1000, 9, 2015/11/09) */
I have reviewed the complaint filed by [redacted].
Since the [redacted] shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and United's published operating tariffs incorporated...

therein, this entire transaction is governed exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is United's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
United has re-opened Mr. [redacted]' claim so that the disputed items can be re-evaluated by an adjuster. If no one has contacted Mr. [redacted] in 7 to 10 business days, he is encouraged to call the Claims Department toll free number at X-XXX-XXX-XXXX and ask to speak to his assigned adjuster.
Initial Consumer Rebuttal /* (2000, 11, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At this time I accept the resolution however will reserve final judgement until after discussing the case with United's Claims Department. Thank you for your time.

See attached

Mayflower Transit Order Number [redacted]. Despite the fact that I provided substantial evidence that one of my boxes was never delivered, Unigroup ([redacted]) failed to acknowledge this in the form of a settlement. I stand by my sincere claim that this box was never delivered to me. Mayflower...

driver, [redacted], not only arrived 4 hours late to deliver my items and rushed the entire process, but lied that a box was present when it obviously wasn’t On the day of the delivery, when I initially noted that box 200 was missing, (once all items had been removed from the truck), we immediately referenced my inventory list, identified what type of box it was, and searched all of the unloaded boxes. Unfortunately, it was [redacted] who “found” the box, immediately exiting in my direction and claiming it was in the storage facility. Assuming he was a trustworthy Mayflower employee, I took his word for it. When I later re-visited the storage facility to pick up this box, I checked every box number and contents and was unable to find it anywhere. Had [redacted] not claimed that the box was present when it wasn’t, I would have [redacted]ed the box as missing on the delivery date and it would likely have been found. To corroborate this sequence of events, I have included my friend [redacted]’s statement – he was present at the time of the delivery and witnessed [redacted]’s behavior. Additional proof of this incident is as follows: 1. I am the only one who has access to my storage facility; thereby, it is impossible that this box would have actually been delivered and simply removed by another person. 2. Due to the contents in the box, it should have been labeled as going ‘Home’. I was carefully filtering boxes upon unload as either ‘storage’ or ‘home’---it would not have even been placed in the storage facility. 3. Mr. [redacted] proved his lack of character in another way—I had paid for paper padding for my items to be stored; however, none of the items arrived in their appropriate paper padding. Mr. [redacted] left the cloth padding and claimed that it was fine and fell under ‘paper padding’. I later found out that this is not standard and that he would have been paid extra for the move for having claimed this. Therefore, he ripped off Mayflower additionally. This lost box contains irreplaceable clothing from my childhood and memorabilia from my time in college—approximately 40 t-shirts, 30 other shirts, and various miscellaneous items. I would accept $500 to “replace” this box, even though it is worth way more than that financially and is virtually priceless in sentimental value. Obviously, I would prefer for this box to be found, but I am no longer optimistic for this outcome. Had [redacted] not blatantly lied, I would have been able to alert Mayflower to begin searching for it sooner and the likelihood of finding it would have been much greater. The crux of the matter is – [redacted] had had a long day and was tired, so he decided to take the liberty of lying to save himself 30 minutes, and consequently robbed me of some precious memories. On top of all of the difficulty and dishonesty I experienced throughout my moving experience, Mayflower/Unigroup/[redacted] are failing to honor the insurance policy I agreed to which would provide replacement value for these lost items because they claim I have insufficient evidence of this box not being delivered. I provided Ms. [redacted] with a affidavit of my friend [redacted] who witnessed all of the events I have described. Additionally, Ms. [redacted] has failed to respond to 5+ of my attempts at contacting her to sort out this issue and has failed to successfully deliver an additional settlement for a broken table from my move. Obviously I would prefer for my box to be found; however, as my move was 2 months ago and this problem was not identified soon enough because of [redacted]'s dishonesty, I would like a settlement of $500 to "replace" the lost items.

I filed for a delay claim for the 18 days and for a credit on my credit card for charging me for a weight above the actual weight of my goods. I filed those on July 31 and I am still waiting for those items which were promised within 3 to 5 business days. My complaint was filed with the correct party [redacted] at customer service. I want complaint left open until these issues are resolved. Also I filed for a lot of damage to my household furniture and broken goods on August 4. I am still waiting. [redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Dear [redacted],I found this in my "Outbox" folder this morning, So in Case you have not received it, I am Resending so you can Please forward to Customer Service.Add on information: while talking with [redacted] about our delivery in WI, 6/28 & 29, '17), I discussed the fact that we had rented a 1,200 sq ft townhouse with full basement, attached garage 12X19 And Two storage units 10X19 & if he thought this was sufficient space for our shipment & he responded, "Yes".Many thanks for your time and courtesy.[redacted] & [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted], this is the VM [redacted], booking agent left on my cell[redacted]on delivery day,July 05, 2017. I called him back in shock telling him I did Not Appreciate being held a Hostage at Delivery,  by [redacted] demanding more money for  help when they knew the size of the shipment up front and sending the driver & three movers was Not sufficient. I asked him to  please call me as we had a Binding Contract,  [redacted] & I had stayed up All night the previousThursdayemailing photos & lists of what goes to storage & what goes to the townhouse which were NEVER given to the driver[redacted].[redacted] arrived at our townhome by7:30am, by8amthe 3 movers arrived & we drove 3 blocks to storage. It was Blatantly apparent from the start that [redacted] had made No effort to not only follow our emails of what items went where, But they did Not use their logic either. People need beds, clothes, kitchen items, Nothing!  There was no order! EVERYTHING had to come Out of the van at storage then townhome items reloaded. By10 am[redacted] was Very upset because he had other deliveries and spending Extra time unloading & loading meant he was loosing money.  He spoke a lot on the phone, I was told that unless we Agreed to pay the Extra money [redacted] Demanded they could not Unload.After2pmtwo more gentleman arrived to help by3pmwe we're at the rental & [redacted] & crew were ready to leave by6pmTo date [redacted] has Yet to return my voicemail! Very Unprofessional, take your money and run!Both [redacted] & [redacted], Coordinator,  told me that the list for delivery was needed in order for the driver to pack van accordingly, yet [redacted] told me not only did they NEVER give him our emails with specifications, But he did Not pack the van in [redacted], FL he just signed OFF on the shipment & started the drive North.Delivery was Very Stressful & Exhausting Both for me & the movers!  Because of the rush they packed heavy plastic totes which are breaking apart, wrought iron table on Top of our mahogany dinning table with China boxes underneath on the floor & we are concerned that everything is going to Collapse, so we now have to hire More movers to come to our two storage units and rearrange items.To date we have Yet to find the Parts Box with nuts & bolts for our kitchen table, we had to buy new accessories in order to assemble our table, still looking for tv remotes, more than half of ourKitchen Open boxes are still missing forcing us to go to [redacted] to buy the soup bowls, can openers etc.Where are they?So, we Paid the  agreed monies on our Binding Contract of $17,709.94, another$500.00 in tips & food for the crew ANDDemanding another $682.49 for an irresponsible & lying Agent & Coordinator is Unethical!We are Disputing the Extra charge and Respectfully asking to drop the Extra money.Sincerely,[redacted] & [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Hey Ms. [redacted] it's [redacted]. Looks like the driver is going to need the extra labor to sort everything out at destination. He has requested for for men to be compensated for an additional six hours to deliver these items. The price for that and he is going to have to add is $713.52. We're gonna have to fill out a piece of paper called in AR 23 it's an addendum in order to affect the delivery.......Sent from my Verizon Wireless 4G LTE DROID[redacted]
[redacted]
[redacted]
[redacted]
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[redacted]
Dear Mrs. [redacted],We wish you a Very Happy and Healthy 2018.We thank you for  your email dated Nov. 03, 2017 and we  apologize for the delayed response.  It is a matter of knowing you have to do something, but that something is Painful and Stressful, like a dental root canal and our move from Florida to Wisconsin with [redacted].  We also had bad colds and the holiday season, all prolonged the response.On Sat. January 08, 2018, [redacted], started looking through [redacted]'s email looking for (your response which she could not find in her own email) to our request to Waive the Extra $682,49 on delivery day, July 05th, 2017.  We were shocked to read [redacted]'s Final Notice for payment dated Nov. 16, 2017 sent only to[redacted]@gmail.com,   ([redacted]'s email)It had not been read. [redacted] leaves home at &7:30amand is never home before 7, 8 or9pm.Right from the beginning of our contract with [redacted] we had mentioned that All correspondence be addressed to both emails, [redacted] & [redacted]@aol.com) as [redacted] has a Very Stressful & Busy job and it is [redacted] that will read emails and alert [redacted]. Through [redacted]'s conversations and emailing to [redacted],  [redacted] had again mentioned this to her as well.[redacted] called [redacted] on Mon.Jan 08, 2018 and was told that the outstanding amount has been "Debited" to [redacted], then called you and left you a message on[redacted]asking for a return call, then called your Claims Dept., Claimsteam2 and was told that No Repairs to go forward to the MANY damaged items until we pay the outstanding balance.Mrs. [redacted], after reading your response  several times over we understood that you had not read emails with very pertinent information sent to [redacted] onOct. 03, 2017 and Becky Budd in Customer Service on Oct. 11, 2017. There is Confusing,  Misinformation & Inaccuracies that need to be Dispersed in order for us to Resolve this in an Amicable manner.Thur. May 26, 2017, 11-11:30am [redacted], [redacted] came to our home in Fort White, FL and met with [redacted]  for the Inspection and Estimate.FactsDiscussed with [redacted] on 5/26/17*  [redacted] had to start his new job in [redacted] in the [redacted] area, on June 19, 2017. Dec 2016 we went to [redacted] for his interview and determined that we would live on the North Shore17-22 miles North of [redacted] either in [redacted] or Cedarburgboth of which have excellent schools because [redacted]'s school system is below average.*  Informed [redacted] that we were moving from a 3,362 sq ft home to some type of a rental for  between 9/12 months before we purchase a home andStorage would definitelybe involved.*  We did not have a rental in place yet, for All due purposes for the Estimate, [redacted] stated destination as [redacted] and we agreed that when we have our new address we would inform him.  [redacted] had no problem and told [redacted] that depending how far or close from [redacted] the rental is, it would either be a slight extra charge at a nominal amount, or even no extra charge.  [redacted] informed him we would be living around 30 minutes North of [redacted].At this time we were not interested in FULL SERVICE package (we were going to do our own packing)  and he quoted us the following under a BINDING contract which he explained that your Estimate is the final price. Estimate was given for around 17,993 lbs.United/[redacted] packs all our artwork, Only (we have a substantial amount of large pieces): $14,325.26 All marble and large paintings would be cratedWe pack our own artwork: $13,631.35Loading would take place aroundJune 12and the shipment would leave [redacted] for [redacted] around June 26/27 this being the busiest time of the year.He also gave us a quote through Mayflower which is in my notes but not important at present.Yes it was critical for us to leave as soon as possible in order for [redacted] to start his work on 6/19/17 and we appreciate that [redacted] accommodated us, BUT at Our  Great Expense. From day one, Monday, 6/12/17, the packers around six, were in a huge rush and frenzy telling us that they had another Move on Wed/Thurs, so the honest thing to have done since in Hindsight its very apparent they did not have the appropriate time to avail themselves for our move by the High Volume of Damage from Day One. [redacted] would have gone ahead to WI and [redacted] would stayed behind in FL with our daughter,  have found another Mover or [redacted]/United when they could actually give us the needed time and appropriate staff.  It is very hard to believe that professional packers would have done as much damage as took place.June 02, 2017Estimate from anther two Long Distance MoversOriginally we were going to contract with another long distance Mover who was a couple of thousands cheaper than United, but just before we were to sign we discovered that their contract was Not Binding and it could change at destination.June 07,2017, we called [redacted] who was driving from [redacted] down to Miami with his wife and he was kind enough to to spend considerable time on the phone discussing details as we were now interested in a FULL SERVICE contract with packing and he quoted us $!7, 709.94, reassuring us this was a Binding contract, with Full Packing and we might get a bit of a refund if the weight comes in under.June 12, 2017,Day One of Packing, around six packers arrivedSince we had a Full Service deal they started packing while [redacted] was trying to direct themonly far as what went to Storage and what would go to the Rental.Head packer, a rather Caustic gentleman was annoyed and called [redacted], Coordinator at [redacted] and [redacted] explained to her that [redacted] knew about Storage from initial meeting with [redacted] on May 26, 2017. There was NEVER ANY  MENTION OF EXTRA CHARGE FOR LABOR SINCE WE HAD A FULL SERVICE CONTRACT and [redacted] was responsible for All packing.June 13, 2017,Day Two of packing, between 8-10 packers arrived, also [redacted] showed up at our residence telling us, and especially [redacted],  not to interfere with packing as it was delaying the packing process and the packers had another job scheduled on Wed/Thurs and we could "sort out everything at destinatilinon".June 14, 2017,loading day, only 2-3 men arrived and [redacted] signed the inventory and drove away in the truck.Delivery AddressDistance from [redacted] to Cedarburg which in on the North Shore is anywhere between 17-22 miles depending on which point in these two cities you are located.We have a doctor in [redacted] located at:[redacted]., [redacted] , WI 53202and our address is: [redacted]., Cedarburg, WI 53012.Door to door it takes 28 min on I-43 N/S, 22.6 milesWe do Not live More than 70 miles from [redacted]Monetary CompensationWe have not asked for any monetary compensation, we are not litigious, we only requested to have Waived the Extra Charge on delivery date onJul 05, 2017 which is Wrong. The truck arrived from [redacted], FL with [redacted], driver[redacted], at7:30amin Cedarburg, WI. We were in storage by8amwith three gentlemen from [redacted]'s, [redacted]e. Blatantly apparent that [redacted] did not follow instructions from the five emails with photos of our furniture we had sent them on 6/29/17  for delivery to both our Rental town house and Storage. Emails we had sent to [redacted], [redacted], and [redacted] had Never  been forwarded to [redacted]. Both [redacted] & [redacted] had requested from us that driver needed emails to pack accordingly, so [redacted] & I sat up all through the  night of 6/28/17 going through the inventory trying to decipher what was what. [redacted], Never packed the truck, he only "signed off" and started the drive North.Delivery was Very Stressful & Exhausting Both for [redacted] & the Movers.  Because of the rush, movers packed heavy plastic totes and trunks, boxes with heavy books reaching the storage units ceiling on TOP of our red mahogany dinning table[redacted] sent a truck that had to be unloaded at storage and reloaded for delivery at our town  house sending an Inappropriate short handed staff of Three men and [redacted] the driver to Unload a truck containing furniture from  3,363 sq ft house.  Terrible Logistics, Very Irresponsible![redacted], a very nice gentleman,  and one other of the movers were Very Unhappy, because of the mess created in [redacted],and  longer working hours than expected.[redacted] and the three men worked from8am-6pm!It was [redacted] who called me from[redacted]to my cell[redacted]leaving me a message telling me that the driver is going to need extra labor, 2 men and six hours  to sort out everything at destination.Extra help arrived just after2pm, two gentlemen and delivery had been completed by6pm, so 2 men multiply by four (4) hours. not (6)!Mrs. [redacted], we want to know why  [redacted] &  [redacted] did not respond to our requests to communicate, [redacted] telling me on 6/29/17, she did not have time to talk to me about our delivery, being held Hostage on 7/05/17 and [redacted] is MIA to my request to discuss issues at hand has left a very bitter taste in our mouths. Seven months after delivery and no resolution.[redacted] knew the shipment size, THEY should have had more men.  [redacted] told me that [redacted] was going to talk to me about extra help, so here I was in storage four strange men, [redacted]'s message, which I am sending you in a separate email, being held Hostage for Extra money, either you pay up or no delivery! What happened to our  Binding Contract.The exact thing we tried to Avoid! I am Still waiting for a return call from [redacted] from Jul 05, 2017.  You would think that [redacted], manager would care enough for his customers to call us,No. 10/4/17  [redacted] conversing with [redacted], who had received an email from [redacted] from [redacted] on Sept. 25, 2017 asking for $682.49 saying that WE had not advised [redacted] about the Split in the delivery, long after my conversation with [redacted] on June 29, 2017 when he indeed did confirm to [redacted] over the phone that Storage was involved after he had gone in and seen that indeed many of our boxes had "Storage" written on them.There certainly is a huge amount of Misinformation through the chain of command between [redacted] and [redacted], so Mrs. [redacted] would you  please reprocess the above information and reconsider your previous decision?AccountabilityWe paid $17,709.94 for Straight Talk Binding  Full Service move from FL to WI$500.00  in tips and food for movers both at origin and destination$309.75 plus $10.00 for local movers to help take the heavy load on top of our dinning table (photos will follow). Load reached the ceiling of the storage unitWe want to know where is:* The Spare Parts Box?  Please ask Mr. [redacted], he signed off and drove out of our driveway in FL with our shipment[redacted], (driver from Florida), was very shocked that no spare parts box was to be found, this is Standard Procedure.Since the Spare Parts Box is nowhere to be found we had to go and purchase new nuts and bolts in order to set up out kitchen table.*  Where are our tv remotes?*  Why did they not Crate, as agreed, our concrete Angel Madeleine?  The base is  broken.*  Where are the four corners from our master bed canopy? Packers broke the canopy on the first day of packing while dismantling, 6/12/17, where are the corners?If these packers were professionals WHY did they break so much stuff.First day: marble foot board from our bed, marble from our dressing table?*  Why did they pack a fresh green salad that I had washed, put in a stainless bowl, covered with paper towel by the kitchen sink?*  Why did they just throw in Christmas glasses & ceramic lamp base unwrapped?*  They Crumpled posters which were stored in [redacted]'s office cupboard so we could frame them at a later date,  just like they were used paper in "balls" and threw in a box.*  Folded and put in a kitchen box a water colour painting which our daughter had won a prize for.*  Packed artwork in with kitchen items causing wrap paper to stick to artwork and damage it.*  Lots of broken joints of wooden chest, chairs, wardrobes, curtain rods, lamp finials, lots of broken/loose furniture legs, kitchen chairs, .....The list is Long Mrs. [redacted].Worst, they took a tin pan filled with paint which was in our garage, wrapped it in packing paper and placed it in a box with our daughter's plush toys, obviously it Spilled and ruined our daughter's plush toys. WHY? Paint is toxic and prohibited to be MOVED by Law.Above needs to be addressed with [redacted]. We need an answers?*  We are asking to Waive the Hostage money at destination delivery of $682.49.  We did our part, paid our money on a Binding Contract, sent the emails with photos separating delivery both to the town house and our two storage units, [redacted] did not give [redacted] the emails, then [redacted] initiated the Extra charge. We had to incur further expense to rearrange the storage units as we were very worried that our dinning room table would collapse under the weight.*  We are also asking for an extension for repairs to damages, because of the extensiveness we are asking for ONE YEAR from delivery on Jul. 05,2017 toJul. 05, 2018please.Mrs. [redacted], we respectfully are asking for you to read all the facts,evidence from photos and emails, give [redacted] the opportunity to have a brief  conversation with you after you have re-examined the facts, so we can bring this stressful move to a closure the sooner the better.We thank you for your patience, your time and consideration.Sincerely,[redacted] and [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Dear [redacted],After our conversation on01/29/18 I was raking my memory bank trying to understand why you were told that our furniture would go into a garage instead of Storage as [redacted] & I have been insisting all along.Further reasons for Extra Charge:[redacted], member of Presidential Staff at Home Office,[redacted] who actually made the final decision Upholding the Charge:* We were supposed to have done packing & sorting before movers arrival on 6/12/17. Confused with the Estimate of 5/26/17 when We would have done Most of the Packing & [redacted] would have Crated some of the large artwork. When [redacted] & I called [redacted] on 6/07/17 & gave the final Okay we Agreed toFull Service which means Movers does ALL packing for Binding $17,709.94Another reason given to me over the phone on Oct 02, 2017 from[redacted], Accounts Payable, United Home Office,  that[redacted], [redacted] in [redacted] told her on 9/25/17 Extra Charges based on the fact that We Never told [redacted] of the SPLIT! Obviously [redacted] P. never spoke with [redacted], Manager or [redacted] lied to [redacted] who has been Most kind & God Bless her,  because he told me on 6/30/17, "Yes"  to Storage by evidence of All the marked boxes!Huge Lack of Misinformation![redacted] insists:* We live more than 70 miles North of Stated address ([redacted]), we live22,6 miles  North of the city. Have No idea where she came up with this mileage.Please review [redacted]'s email ofNov. 03,2017 and our responseJan. 15, 2018.As previously stated, I personally told [redacted] about Storage from our initial meeting at our home in FL in May 26, 2016. I was emphatic that we would rent during our first 6/12 months in WI. We left a 3,362sq ft home going into a small temporary rental.06/12/16, first day of packing, I Again called [redacted] and told her that Storage delivery was to be included, because it was apparent that [redacted] had not mentioned it to her!I had accumulated kitchen items, China  etc on tables and telling the packers what was to go to Storage & what  was to be Opened. The head packer, an older, caustic African American gentleman was not happy with me as he felt I was delaying them & they had another job to go to on Wed.06/13/16, second day of packing.[redacted] drove to our home, Again we told him in front of 8-10 packers, our daughter & my sister in law, [redacted]'s older sister who had driven from SC to help us with the move, about Storage.After our conversation the other day, I referred to my copious notes and discovered the following.June 28 & 29, 2017.Spoke with [redacted] several times concerning our rental and we were ready to receive our furniture.Townhome is 1,200sq ft,  2 story, with attached Garage of 12X19, a Full basement,  two rented  Climate controlled Storage Units 10X15 at Cedarburg Storage 3 blocks from where we live.[redacted] reassured me that between the garage, basement & two storage units we would be able to accommodate everything.[redacted], we have some lovely artwork, nice pieces of furniture, some are antiques, appliances, carpets, etc  we would NEVER store these items in a garage especially during the WI freezing Winters!So hence the garage confusion!During my discussion with [redacted], Again he did Not Remember that Storage had been planned from the beginning, he kept on insisting he had No Recollection & I was Horrified!Either [redacted] has a Very Serious memory issue or he is covering up for the Mess he and [redacted] created.Fri. June 30, 2017Very Upset with [redacted]'s Non Remembrance of Storage, I called [redacted], Manager in [redacted]on Fri. and told him about our concerns, my phone call to [redacted] on 6/12/17 and Especially told him to check the  Myriad number of boxes with STORAGE written on the outside.  He told me that He had indeed gone into their storage and Yes "Storage" was marked on Many boxes.FridayI called [redacted] several times asking her to return my call, or let me talk to the driver to at least tell him some basics of what goes where, in Conjunction to the (5) emails with photos we had sent early on 6/30/17. I  had also asked if we could be given some kind of a time frame of delivery. We only knew it would be the second week in July, and we needed to notify [redacted]'s sister who had driven our daughter & pets 350 miles to Des Moines to stay with her daughter & son in law until we found a rental.NO CALL! Even [redacted] sent her an email, silence! I calledon Mondayand spoke to another young lady who I do not recall her name & she gave us the delivery date.  Still No [redacted].On Thurs 6/29/17 [redacted] had faxed us the 16  page Descriptive Inventory as we couldn't find ours so we can direct Delivery.  First we could Not open the document, then [redacted] had to go down to motel's office to print as our printer was not working. [redacted] stayed up untilmidnight, I worked through the night. Inventory was a huge mess:Firstly, most of our furniture was Down Graded to the point that it was hard to recognize, secondly we came from a 17 room house and Inventory was listed only Under: Garage, Dinning Room, Foyer. No mention of bedrooms & baths (4) each or 3,000 sq ft covered patio where they moved our bar & wrought iron table with their chairs.Mr. [redacted] signed Off on our shipment on 6/14/17Where is the Spare Parts Box,Wood corners of our Master Four Poster bed, [redacted] search, Nowhere to be found!Why was [redacted], the driver Never given the emails!Most sincerely,[redacted] & [redacted]

Initial Business Response /* (1000, 5, 2015/07/30) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit LLC regarding the customer's request to refund the $786.34 for 1 container.
The customer signed a "Sold as Container" contract to transport...

their shipment in 3 containers to destination. This is a bound agreement that can only be changed prior to loading. The shipment was loaded into 2 containers on May 11, 2015.
The customer contacted our offices on June 30, 2015 to dispute the 3 containers once they had been invoiced.
We investigated their dispute thoroughly and found that we have no record of the customer notifying the agent prior to or on the day of loading to request a revised estimate for only 2 containers
On July 8, 2015 we advised the customer that it is too late to change the terms of their agreement.
We apologize that we failed to meet the customer's expectations. However, we respectfully decline their request for a refund in the amount of $786.34.
Thank you for allowing me to respond to customer's complaint.

Initial Business Response /* (1000, 5, 2015/10/08) */
Mr. [redacted]'s claim form was received by Mayflower Transit, LLC's ("Mayflower's") local agent, Dodge Moving & Storage ("Dodge") on September 4, 2015. Upon receipt of the [redacted] an inspection was requested with a local inspection/restoration firm,...

[redacted] Seattle [redacted] completed its inspection of the items claimed on September 29, 2015 and the inspection report was submitted to Dodge by [redacted] on October 15, 2015. On Friday, October 16, 2015 Dodge itemized the full and final settlement position to Mr. [redacted] on the claim. In the event Mr. [redacted] has any questons related to the settlement of the claim he should follow-up with the assigned adjuster, [redacted] at Dodge.

12/19/17 (10:15
am) Mediator left a voice message for [redacted] to return my call.01/02/18 (09:50
am) Mediator left a 2nd voice message for [redacted] to return my
call.01/09/18:
Case closed as no response from the consumer.

Hello After reviewing this file, [redacted] has already addressed the rebuttal.  She will be paying out for missing items. The customer is correct, the signature does not belong to her.   Thanks!

Hello- I have reached out to the shipper by phone at [redacted] (that number continues to have a busy signal) I called another number on the move documents-[redacted]-and left message with lady that answered.  I also emailed the customer.   Shipper has not responded. I also spoke...

with the agency and they have also tried to reach the shipper as well with no returned calls or responses. Agency is willing to give the customer an additional 200.00 as a customer service gesture.  I am willing to do the same.  Shipper has already been paid 500.00 and is requesting an additional 500.00 for the damage to the oil pan on the motorcycle.  Agency is willing to pay the total of 1000.00 but will need to take the bike for salvage b/c the bike is worth about $900.00. Closing this out for now until the shipper responds.

Good Morning- I have reviewed your concerns regarding the handling of your claim.  I do apologize that there was some miscommunication regarding the rental car. We have issued a settlement in the amount of $998.49 which was based on the appraisal report.  I do understand this did not...

cover the cost of a rental car.  We will authorize $30.00 a day for the rental car which is based on the contract in which your items were transported.  We will pay for the rental car for the amount of days the car is being repaired.  If you have already had the car repaired and had to get a rental car, please forward the receipt to [redacted]@unigroup.com. Thank you, [redacted] Claims Manager

To Whom It May Concern:   After further research into this dispute we have learned that we did not accurately inform this customer of the per diem charges and have since advised the customer that the charges will not be applicable to them.   We therefore consider this matter...

resolved.  Thank you for allowing us to respond.   Regards,   [redacted]

After reviewing this file, I am maintaining the denial on this file. Damage claimed for the dryer, sofa, and grandfather clock were all pre-existing.  At this time, I am not making additional payment.

Good Morning-  We do apologize for the amount of time your claim has taken our department to reach our  settlement position.  We will have the adjusting team review your claim and will have our  prepared response to you within 5 business days.  We really do appreciate...

your patience  during our review.  Thank you, [redacted]  Claims Manager  UniGroup [redacted]  Fenton, MO 63026 [redacted]  Fax #: [redacted]

Complaint: [redacted]
I am rejecting this response because: I should be fully refunded. 
Sincerely,
[redacted]

Mayflower notified Mr. [redacted] that their Austin, Texas warehouse was closing and  storage at that property would not be available after 10/31/2016.   Mr. [redacted] was presented with several alternative delivery options including – delivering his container to a local address in Austin,...

unloading his container at the Austin warehouse, and delivery to an alternate local storage provider.  Mr. [redacted] eventually chose to have his container delivered to his parent’s address until he is ready for it to be moved to his new home.   The container was delivered to the local address Mr. [redacted] provided on 10/14/2016.  Mayflower customer service continues to communicate with Mr. [redacted] regularly and reviews of those phone calls finds no unprofessional conduct on behalf of their employees.       [redacted] Director, Transport Solutions