UniGroup

January 20, Ms*** *** *** *** *** * Lansing, MI RE: UNITED ORDER *** Dear Ms***: This letter is in reference to your Claim Form received at United’s Home Office on March 22, United is prepared to make the following settlement offer: INV NO DESCRIPTION UNITED’S SETTLEMENT POSITION AMOUNT Custom Frame Cash allowance in lieu of documentation to substantiate price$ Wire Rack Storage Shelving Appearance allowance for damage per inspector $ Floor Lamp Repaired$ Statue This item is not listed on the High Value Inventory and our liability is limited to $per poundlb x $$ Lampshade Paid as claimed$Ottoman Estimated repair cost per inspector$ Chippendale Dining Chairs Respectfully denied inspector could not confirm any new transit damage$ Hand Blown Candle This item is not listed on the High Value Inventory and our liability is limited to $per poundlb x $$ Drum Cash allowance in lieu of documentation to substantiate price$ Vintage Couch Estimated repair cost per inspector$3,China Cabinet Estimated replacement cost per online research$2,Small Table Paid as claimed$ Small Vintage Table Respectfully denied item repaired prior to inspection$ Refectory Table Estimated repair cost per inspector$1,Console Table Appearance allowance for damage per inspector$ Nesting Tables Estimated repair cost per inspector$ Pouf Pillow Paid as claimed$ Custom Desk Cash allowance in lieu of documentation to substantiate price$2,Hat Rack Paid as claimed$ Stepper Paid as claimed$Wedding Basket Estimated repair cost per inspector$ Steuben Vase Appearance allowance for damage per inspector$Coffee Table Tray Respectfully denied pre-existing damage per inspector$Custom Cherry Cabinet Respectfully denied inspector could not confirm any new transit damage$Nesting Tables Paid as claimed$ Chandelier Respectfully denied inspector could not confirm any new transit damage$Malta China Serving Bowl This item is not listed on the High Value Inventory and our liability is limited to $per poundlb x $$ Dresser Estimated repair cost per inspector$ Dresser Estimated repair cost per inspector$ Night Table Respectfully denied pre-existing damage per inspector$Vintage Dresser Estimated repair cost per inspector$ Vintage Server Estimated repair cost per inspector$ Bookcases Estimated repair cost per inspector$ Antique China Cups Cash allowance for damage$ Humidor Estimated repair cost per inspector$ Oak Dresser Estimated repair cost per inspector$ Painted Chest, Office Shelf Respectfully denied inspector could not confirm any new transit damage$TOTAL SETTLEMENT $14, The applicable federal law, the applicable published tariff and the Bill of Lading each require the customer to prove that the household goods claimed as damaged were tendered to United in good condition for the interstate transit before United can be held liable for any claimed damage A review of the Household Goods Descriptive Inventory reveals that the property, claimed as damaged in transit, was tendered to United in a previously damaged condition Because the damage to your property preceded this interstate move with United, United can accept no liability for the damage to the items listed aboveThe inspector has also confirmed that the claimed damage is pre-existingEnclosed please find United’s settlement check in the amount of $14,Acceptance and negotiation of this check will serve as full and final settlement of any and all claims as itemized above in this settlement letter

Initial Business Response /* (1000, 5, 2015/09/18) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer's request for delay benefits and concerns regarding her storage in transit charges
We apologize for the frustration
that the customer experienced regarding the delay of the transport of his shipment to GeorgiaHowever, due to the high volume of shipments transporting during Peak Season (May through September 15) and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer's shipment to them within a timely manner
The customer had a delivery spread of July 9, to July 13, The shipment delivered to the customer on July 21, Per their agreement, the customer was entitled to delay benefits of $daily allowance
To date, the customer has not submitted a delay request that we require for auditing purposesHowever, I am accepting her complaint as her submitted request and we are processing a delay claim settlement in the amount of $to be mailed out on Friday, October 8,
The delay was not anticipated when the move was accepted nor was it intentional in anywayWe apologize for the delay and regret that we failed to meet the customer's expectations
In regards to her concerns about origin Storage in Transit chargesI have investigated her concerns and found that she contacted her agency on July 2, to have the shipment movedThe next available load date was July 6, 2015, after the holidayThe invoice reflects that the storage charges ended on July 6, 2015, therefore the origin Storage in Transit charges are valid
Thank you for allowing me to respond to customer's complaint

Initial Business Response /* (1000, 5, 2016/02/03) */
Since the *** shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and United's published operating tariff's incorporated therein, this entire transaction is governed exclusively by
applicable Federal lawNotwithstanding 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
Ms***' claim was settled on 1/20/United apologizes for any delay in the handling of her claim

February 7, Mr*** *** *** *** *** ** Wilmington, NC RE: MAYFLOWER ORDER *** Dear Mr***: This letter is in reference to your Claim Form received at Mayflower’s Home OfficeThe inspection of your goods has now been completed, and I have received a copy of the inspection report Therefore, Mayflower is prepared to make the following settlement offer: INV NO DESCRIPTION MAYFLOWER’S SETTLEMENT POSITION AMOUNT Green Standing Cabinet Paid as claimed$Master Dresser & Mirror Estimated cost to repair per inspector$ Master Bed Frame Estimated cost to repair per inspector$Wooden Shelf Paid as claimed$ Wooden Shelf Paid as claimed$ Bookcase Paid as claimed$Bookcase Paid as claimed$Bookcase Paid as claimed$Bookcase Paid as claimed$Bookcase Paid as claimed$Bookcase Paid as claimed$Bookcase Paid as claimed$Bookcase Paid as claimed$Bookcase Paid as claimed$Metal Cabinet Paid as claimed$ Stand Up Freezer Appearance allowance for damage$ Roller Ball Bottles, Remote Respectfully denied no exceptions taken to the items as missing at delivery$ Jar of Jam Paid as claimed$ 8xPicture Frame Paid as claimed$Blue Bowl, White C&B Bowls, Lg White Bowl, C&B Salad Plates Respectfully denied not transit related damage per inspector$ Dog Gate Estimated cost to repair per inspector$Pencil Box, Tea Tin Respectfully denied items not available for inspection$ Ceramic Cake Stand Paid as claimed$Mixing Bowls, Rice Cooker, Crock Pot, Paintings Respectfully denied not transit related damage per inspector$ Sports Plaques Estimated cost to repair per inspector$Hardboard Canvas Respectfully denied pre-existing damage per inspector$ Framed Family Crest Estimated cost to repair per inspector$Custom Frame Estimated cost to repair per inspector$Mug Respectfully denied not transit related damage per inspector$ Picture FrameHex Shark Respectfully denied items not available for inspection$ Professional Print Photos Respectfully denied no damage per inspector$ Scrapbook Respectfully denied not transit related damage per inspector$ Plastic Filing Box Paid as claimed$Model Rocket Paid as claimed$Wings, Toy, 5xPicture Frames Respectfully denied not transit related damage per inspector$ 12xPicture Frame Paid as claimed$11xPicture Frame Respectfully denied not transit related damage per inspector$ 12xPicture Frame Paid as claimed$8xPicture Frames Respectfully denied not transit related damage per inspector$ 5xPicture Frame Paid as claimed$Mountain Dulcimer Case, Viola Case Respectfully denied pre-existing damage per inspector$ DVD Case Respectfully denied items not available for inspection$ Full Length Mirror Paid as claimed$Full Length Mirror Paid as claimed$Plastic Shoebox Tote Respectfully denied items not available for inspection$ Bike Helmet Paid as claimed$Wire Waste Basket Respectfully denied not transit related damage per inspector$ Dry Erase Board Paid as claimed$ Construction Paper Respectfully denied not transit related damage per inspector$ Chalkboard Respectfully denied pre-existing damage per inspector$ Wooden Clock Respectfully denied not transit related damage per inspector$ Paint Roller Respectfully denied items not available for inspection$ Educational Posters Respectfully denied not transit related damage per inspector$ Metal Moon Globe Respectfully denied pre-existing damage per inspector$ MiscGames Respectfully denied pre-existing damage per inspector$ MiscBooks Respectfully denied not transit related damage per inspector$ MiscPuzzles Respectfully denied not transit related damage per inspector$ TOTAL SETTLEMENT $1, Enclosed please find Mayflower’s settlement check in the amount of $1,Acceptance and negotiation of this check will serve as full and final settlement of any and all claims as itemized above in this settlement letter

We have reviewed your concerns submitted to the Revdex.com We would like to offer $for the missing roller blades as a customer service gesture to amicably resolve your claim

Initial Business Response /* (1000, 5, 2015/10/08) */
We first want to thank you for the opportunity to address your concerns and hope that our explanation is sufficient in helping you understand our settlement position
In accordance with Mayflower's tariff and as explained in Your Rights and
Responsibilities When You Move booklet that you received prior to your move, if any article is lost, destroyed or damaged while in your mover's custody, United/Mayflower will, at its option, either 1) repair the article to the extent necessary to restore it to the same condition as which it was received, or pay for the cost of such repairs; 2) replace the article with an article of like kind; or 3) pay you for the cost of a replacement article at the current market replacement valueIf we pay you the full replacement value, then Mayflower is entitled to take possession of the item for salvage
The amounts that were offered were reflective of the amounts provided by the repair firm as the estimated cost of repairsThe claim was settled according to our legal right as outlined in the tariff and stated above as option Also, during the inspection, the repair firm was not able to confirm transit related damages to the dining room table, floor lamp and the marble table topSince there were no signs of carrier mishandling, Mayflower will not accept liability for the reported damages
If you would the items to be restored, please contact *** at XXX-XXX-XXXX and they will schedule an appointment to do the repairs for the items that were deemed transit related

Please see our response to Revdex.com complaint ID#*** *** *** Thank you, *** ***

Good morning! Settlement was sent out to the customer March 20th. The settlement amount was $249.00. There were items that were denied because they were repaired prior to inspection. There is one item that was denied because of inherent vice. Claim has been settled and
customer has been offered arbitration if she is not in agreement with the decision of her settlement

Initial Business Response /* (1000, 5, 2015/10/22) */
Contact Name and Title: *** *** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@admiralmovingservices.com
Mr*** complaint is with Mayflower Transit, we are an agent for Mayflower Transit and they are in charge of settling
his claimIf we can assist as a liason we will
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** was the contact I dealt with when this whole fiasco with Admiral/Mayflower startedI contacted *** to see why no one in his organization could tell me when my belongings that I contracted his company to move would deliverThat is a whole other issue!! So Mr*** is not going to pass the buck back to the individuals that I have been dealing with for two months with no resolution! *** is the GM of the company he should be able to make the proper contacts or should be aware of the issue I haveI don't care who resolves it I just want it resolved ***!!!
Final Business Response /* (1000, 17, 2015/11/10) */
A repair firm was assigned to do an inspection of the reported damagesHowever, the repair firm has reached out to the customer who has been non responsive and has not returned the repair firms phone callsWe will continue working with the repair firm and customer to set up an appointment to have the items inspected

Initial Business Response /* (1000, 10, 2015/09/18) */
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 $fee for origin shuttle
We have contacted the booking agent regarding the
shuttle disputeAfter further review and investigation, we found that the shuttling services were not performedTherefore, we will be refunding the shuttle in the amount of $The customer will be receiving a check within to business days
We apologize for the customer's frustration in resolving this dispute
Thank you for allowing me to respond to customer's complaint

Initial Business Response /* (1000, 9, 2016/02/29) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@unigroup.com
This customer's Complaint indicates that she believes United Van Lines, LLC ("United") should pay significantly more than the amount
that was offered for customer's claim relating to reported damaged leather furnitureThe customer's specific demands are broken down as follows:
-Compensatory damages, including the cost to repair the furniture, 25% of the value of the furniture, the cost incurred to obtain expert appraisals, and the reported value of customer's time, all equaling $15,
-Punitive damages in the amount of $47,
This is United's response to the issues raised by customer in her complaint
In her complaint, Customer disputes United's settlement position with respect to her reportedly damaged leather furnitureOn September 7, 2015, Customer filed a claim with United for reported cargo damage to sixteen (16) itemsIn response to Customer's claim, United arranged to have the items that Customer reported as damaged inspected by independent third party furniture inspection and repair firm Weathersby Guild Dallas-Fort Worth ("Weathersby")
Based upon the report provided by independent third party Weathersby, United arranged to have two of Customer's reported damaged items repaired by Weathersby, made a cash settlement offer for the three other items that were confirmed to have been damaged during transit, and denied responsibility for the remaining eleven items, including ten pieces of leather furniture, based upon the expert opinion of independent third party WeathersbyRegarding each the ten reported damaged leather furniture items, independent third party Weathersby found as follows: "Customer is claiming the item was damaged while in transitLeather creasedInspection showed the leather is temporarily creasedThe creases will come out naturally with use and timeRecommend denial of this item."
United also obtained a further opinion regarding the items from an independent third party leather expert, FibrenewThe technician at Fibrenew inspected the items and indicated to United that "Over time the wrinkles will more than likely disappear." Based upon these two expert opinions by independent third party companies, United maintained its denial of Customer's leather damage on January 26,
Customer did not agree with the assessment made by Weathersby and Fibrenew that the damage would work itself out over timeShe obtained further inspection and repair reports from four additional individuals/repair firms, as well as a cost to repair the items by FibrenewA review of the statements made in each report indicates that only one individual expressed any doubt as to whether or not the items could be repairedAll of the remaining individuals/repair firms consulted were confident the item could be repairedTwo of the reports included prices for repairing the itemsOne report quoted a price of $- $to repair the itemsAnother report quoted a price of $- $per item and $for mileageThis means the maximum it would cost to repair the items would be $1,
There appears to be a dispute between the numerous independent third party leather and furniture repair experts who inspected these items as to whether or not the reported damage would work itself out over timeUnited continues to maintain that its original denial was supported by the evidence; however, as a gesture of customer service, United made an additional offer to Customer in the amount of $1,030, representing the maximum cost for repairing the items, on February 11,
In her complaint, Customer indicates that she paid United for "insurance" for her move, and as a consequence United is obligated to pay significant costs beyond the repair of the furnitureReleased rate valuation is not insuranceValuation is a tariff level contractual limitation of interstate carrier liability as authorized by federal statute that establishes United's maximum liability in the event of loss or damage to the shipment, subject to the terms and conditions set forth in the Bill of Lading and United's tariff incorporated therein by reference
Page of the Bill of Lading contract that Customer signed, and Item of United's tariff specifically address United's liability for items that are reported to have been lost or damaged during transportItem 3(e) of United's tariff provides in pertinent part:
(e) Notwithstanding the valuation option selected by customer, the carrier will, at its option, either repair items to the extent necessary to restore to condition when received by carrier; pay the customer for the cost of repairs; or make a cash settlement for the item(s)In addition, carrier may, at its option replace item(s) with item(s) of like kind and quality if customer elects Full Value Protection
In addition, Item (f) of United's tariff provides:
(f) Carrier's maximum liability shall not exceed the released or declared value of the shipment, or the full cost of repair to the damaged property, whichever is lessCarrier shall have the option of repair or replacement of damaged articlesAll items that are replaced or for which current market value has been paid become the property of carrier
Thus, pursuant to the terms of United's tariff, United is entitled to four options with respect to resolving a claim for reported damaged or lost household goods: (1) repair a damaged item, or (2) pay the shipper the cost of repair, or (3) replace an item that is not repairable with an item of like kind and quality, or (4) pay the shipper the cost to replace a missing or non-repairable item with an item of like kind and qualityIn addition, United's liability for a damaged item is limited to the repair cost or the replacement cost of that item, whichever is lessFurthermore, United has the right to determine which option it will exercise in resolving a claim for loss or damage
In this instance, an independent third party leather expert determined that the reported damage to the leather items was repairableThey estimated that it would cost $1,to repair the reported damage to the itemsConsequently, pursuant to the tariff item cited above, Customer is not entitled to any compensation beyond the amount to repair the itemThus, in accordance with the options set forth in United's tariff, United elected to offer Customer the cost of repair for the items as a customer service gesture, despite the fact that more than one independent third party furniture expert determined that the damage would work itself out over timeTherefore, United takes the position that it has offered Customer more than the extent of its full liability for her reported damageIf Customer wishes to accept this offer and receive United's settlement check, she should contact the undersigned at the contact information provided in the last paragraph
Customer is not entitled to any consequential or punitive damagesCustomer's shipment was moved in interstate commerce from New York to TexasAccordingly, the rights, remedies and obligations between Customer and United are within the sole purview of federal law to the absolute exclusion of any state or common law remediesFederal statue indicates that the liability of an interstate motor carrier such as United, for loss, damage or delay in loading, transportation or delivery of household goods is governed exclusively by the Carmack Amendment ("Carmack") to the Interstate Commerce ActCarmack indicates that a carrier's liability for reported cargo loss and/or damage to a shipment is limited to actual loss and/or damage to the items that were shippedAny consequential damages for costs or lost time associated with the reported damage are not compensable
Carmack also preempts any and all state or common law remedies for recovery of loss, damage or delay to an interstate shipmentAs a matter of law, an interstate carrier's liability for damages arising out of any breach of the Bill of Lading contract cannot exceed the damage limitations stipulated in the Bill of Lading contract and the carrier's applicable tariffs, which are incorporated by reference into the Bill of Lading
The law which governs Customer's interstate household goods shipment is clear that the amount to which she are entitled to recover on her reported claim for cargo damage cannot exceed the cargo damage which exceed United's liability as set forth in Customer's contract, including any claims for consequential or punitive damages, are explicitly preempted by federal law
In conclusion, Customer's only recourse against United for the concerns she has raised in her complaint was to file a claim for cargo loss and/or damageCustomer filed her complaint, and United issued a settlement for repair of her reported damaged itemsUnited has made an offer which is in excess of its liability for the reported damageAs such, United considers this matter closed

Complaint: ***
I am rejecting this response because:United has still not made appropriate ammends on my complaint They refuse to pay me the full replacement value of my furniture, despite my contracting a move with full insurance They made me an offer to accept a lower figure for the furniture In the interest of getting some of my furnitre replaced so that I can unpack, I accepted the lower offer under the condition that I would subsequently still be able to file my lost box claim (In addition to damaging all of my furniture, thirteen boxes went missing during the move.) They agreed to this, then sent me a release to sign (before they would cut the furniture check) saying that once I cashed the furniture check, that I could file no future claims This is in direct contrast to what has been repeatedly agreed to via e-mail (I have the e-mails to back it up) Their business practices are extremely questioniable and dishonest...to agree to one thing, then try and dupe me into signing something that says I release them of "all future claims", is very dishonest In the content of the e-mail, they told me "not to worry" about the language in the release....they must think I am a fool that does not read what I am signing In short, this claim has definitely not been resolved to my satisfaction yet If you can further assist in any way, it would be appreciated.Thank you,*** ***

Thank you for allowing us an opportunity to address your outlined concerns We have reviewed your concerns regarding the missing items and we reviewed the signed moving documents associated with your move After a careful examination of the delivery documents, specifically the Inventory
Control Form, we found that you checked that everything was received There were no notations for missing cartons or for any opened cartons with indications of tampering or pilferage Without the notations of missing items, United has no evidence of carrier mishandling and United will maintain the denial Since you disagree with our position as outlined, United participates in anindependent arbitration program available through the American Moving and Storage Association (AMSA)Please include the following items when requesting arbitration: ? The name, address, phone number and email address of the person(s) under which the shipment moved? Your name, address, phone number and email address if different from above? The carrier name (United Van Lines, LLC)? The order number for the shipment? The pick up and delivery dates for the move? The monetary value of the loss and damage claimPlease send the above information to: American Moving and Storage Association (AMSA) ATTN: Dispute Settlement Program *** *** *** Alexandria, VA Phone *** *** Fax: *** *** Web address: moving.org (you can print an arbitration form to submit your request) Important points to remember about submitting a claim to arbitration: ? Arbitration is offered at no charge? The entire claim must be submitted for arbitration? Your letter of notification to the AMSA must be received within days from the date of this letter? You may be asked to return any settlement amounts previously issued? You may be asked by AMSA to send supporting documentationDo not send documentation with your initial request? Please be aware that the decision of the arbitrator is bindingThank you, *** *** Claims Manager

Initial Business Response /* (1000, 5, 2015/08/26) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's request
We apologize for the frustration that the customer experienced regarding the delay of the transport of
his shipment to TexasHowever, due to the high volume of shipments transporting during Peak Season (May through September 15) and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer's shipment to them within a timely manner
The customer had a delivery spread of August 1, to August 9, The shipment delivered to the customer on August 20, They were entitled to delay benefits of $daily allowanceWe processed a delay claim settlement in the amount of $1,The check was mailed to the customer on August 25,
The delay was not anticipated when the move was accepted nor was it intentional in anywayWe apologize for the delay and regret that we failed to meet the customer's expectations
Thank you for allowing me to respond to customer's complaint

Complaint: ***
I am rejecting this response because: I have been sent a document proving criminal record falsification and forgery by your contractor. Your contractor refused to allow me to notate damages, instead lying that he'd have to stop by the house and have my wife sign. He then skipped town town and falsified and forged the documents you are using today. Coverage decisions based on these criminalized documents are unacceptable. I am a customer that has been criminally offended by your agents and your response is to continue to stand with and protect the criminal acts to the detriment of your customersThis is not an arbitration matter. This is a matter for a careful reaccounting of what was done during this move, what was damaged, what criminal acts occurred to cause such customer disservice, and a justified resolution. An arbiter cannot be used
Sincerely,
*** ***

The assigned adjuster has spoken to the the customer on November 11th and sent the customer the requested documents The customer is hoping to avoid arbitration and wants time to view the paperwork before deciding their next stepThank you, *** *** Claims Manager

Please see our attached response for Revdex.com complaint ID#*** *** ***If you have any questions, please let me know*** ***

We have reached a settlement with this customer and issued a settlement check in the amount of $2,

Thank you for allowing us the opportunity to address your concernsThe adjuster received your claim on Mar8, and a repair firm was assigned on Mar13, The inspection appointment took place Mar31, and the report and invoice are currently being reviewed by the assigned adjuster
You mentioned that the repairs were not sufficient and we want to make sure we do everything to satisfy your claimIf after our review and if we're in agreement that the repairs were not compelted to the industry standards, we will send out a 2nd repair firm to examine the repairs and provide a directin that needs to be taken to successfully complete the repairs The adjuster will mail our settlement position to you once the final review has taken place We do appreciate your patience.The salesperson and the customer discussed crating the vases for transport when the survey was performedThe customer said the vases were moved previously without cratesThe customer claims the salesperson advised her that the crating services were optional, but not necessary because the items could be paded and packed by the driver at loading The van operator arrived to load the shipment and refused to load the items until the necessary crating was performedA 3rd party service was dispatched to perform the origin crating and destination uncrating which resulted in the amount of $1,The customer paid for the charges COD because they were not included in the estimateWe apologize for any miscommunication that may have occurred, however, the charges are valid and wil not be refunded.We have investigated the customer's concerns regarding the unprofessional behavior she experienced with the van operator's nephew during the delivery of her shipmentWe have vertified that the nephew was background checked and qualified to work in a customer's homeWe have documented her complaint and addressed her concerns with the hauling agent involvedThey will be handling her concerns internally.We transported the customer's household goods shipment from San Diego, CA to Mableton, GAWe loaded the shipment on Feb20, and we delivered the shipment on Mar4, We loaded and delivered the customer's shipment as per the contractUnited Van Lines has fulfilled its contractual agreement with the customerWe are unable to refund any portion of the transportation charges due to the customer's perception of the level of service they felt that they receivedTherefore, we respectfully decline her request to refund her moving costs in the amount of $3,544.72.We contacted the customer via telephone to apologize for the frustration that she experienced with the loading and delivery of her shipmentIn the interest of customer service, we went outside the guidelines to offer the customer a $customer service gesture as an apologyThis full and final offer will not impace any cargo claims which may be filed because they are settled per the valuation that you selected and applicable regulations The customer is currently considering the offer.We did not anticipate difficulties when the move was accepted nor was it intentional in any wayWe regret that we failed to meet the customer's expectations Thank you for allowing us to respond to the customer's complaint

Initial Business Response /* (1000, 5, 2015/07/01) */
I have reviewed the complaint filed by the customer
Since the customer's 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 lawNotwithstanding 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 agenciesAccordingly, I have provided a summary of the handling of this file for your consideration
The customer's complaint is in regards to the denial of his claim; more specifically a television and clockThe claim was handled by United agent, McCollister's Transportation Systems, Inc
In regards to the television, United's crew unpacked the television at destination; however, no damage was noted by the customer on the delivery paperwork, or reported to the crewThe damage would have been evident immediately after it was unpacked because the damage is listed as a cracked screenPhotos show that the damage would have been very visible at the time of deliveryIn view of those facts, United has denied liability
In regards to the clock, a review of the origin inventories shows that this item was packed by the customer, not United, and there was no carton damage noted on the claim formWhen our customers pack their own cartons, the van operator has no knowledge of the contents, the condition of the contents, or the method of packingAs such United is unable to assume liability for damaged contents without evidence of mishandling the cartonNo exceptions were noted at the time of delivery; therefore, United has no evidence to support that the carrier is responsible for the reported damageUnited regrets that it must respectfully deny liability on the clock that was in a carton packed by the customer