Upline Moving

Initial Business Response / [redacted] (1000, 5, 2014/09/10) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX Contact Email: [redacted] @ [redacted] .com We take all claims of damage very seriously, and this is no exception. The delay in processing this customers claim was held up... only by the fact that when the customer would send an email, there were no pictures attached. After multiple requests, the customer finally included the photos with his email. This was done on the same day this complaint was filed, and since the customer elevated this matter to the BBB; we have elected to finalize it in this forum. The email requests for the photos will be attached, along with the compensation due, as per our contract, the law and Department of Transportation Regulations Pleas see the following: ***, Although you have sent prior emails, there was no items attached, I have now received the attachment, and will begin the claim process. We do value you as a customer, and I apologize for any delay you experienced; we were simply waiting for the photos. Rest assured , this will be handled promptly and professionally, and we trust that your experience will become much more satisfactory. Please email me directly if you need anything. [redacted] Original Message Subject: Re: [redacted] From: [redacted] Date: Mon, August 25, XXXX XX:XX am To: " [redacted] @ [redacted] .com" Hi [redacted] , I have sent it multiple time so far . I hope this is last :-) . here you go again . Regards, [redacted] On Monday, August 25, XXXX X:XX PM, " [redacted] @ [redacted] .com" wrote: ***, It has come to my attention that you submitted a YELP review regarding your move. I have requested photos of your damaged items multiple times, and still not received them. Without the photos we are unable to initiate your claim. Please reply to this email so we can finalize this Thanks, [redacted] and this one as well From: (Add as Preferred Sender) Date: Tue, Jul 15, XXXX X:XX pm To: "***" Cc: [redacted] @ymail.com Bcc: ***@ [redacted] .com Thank you. However, there are no photos attached. Please send the pictures as well. Sincerely, [redacted] Original Message Subject: Fw: Order # XXXXX :Snaps of Damaged items reported From: [redacted] Date: Tue, July 15, XXXX X:XX pm To: " [redacted] @ [redacted] .com" Cc: "***@ [redacted] .com" , Talk2ank For reference .. On Monday, June 30, XXXX X:XX PM, "***@ [redacted] .com" wrote: Hi ***, I did make sure our customer care department has the email and that The above is just two of the requests for photos. The compensation that this customer elected for coverage was .60 per lb. per item. this is based on the items that were damaged multiplied by the .60 per lb. rate. For the loose legs and scratch on wall unit, this is minor damage and is easily repaired. However, in the spirit of customer service, we are willing to compensate the customer for the entire item, its weight is approximately 120 lbs. at .650 per lb, this compensation is $72.00 For the small chip in coffee table the compensation is 30 lbs. X .60 which equals $18.00 For the TV stand loose leg, this is also easily repaired, and the compensation is $10.00. For the small scratch on the end table, again easily repaired, is $20.00. The maximum total compensation due to this customer by law is $120.00. Please have the customer reply and a check will be processed immediately. In light of the multiple requests to this customer for the supporting photographs, we ask that this be considered a non complaint, as we, as a company have made multiple attempts to solve this, without any response or information provided to us by the customer. We appreciate your assistance in this matter. Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] , I have sent photo multiple times also , called [redacted] multiple time about the issue ,but no response. Also, sent email with photo to your customer care department . I have not seen you have request for photo till I provide review on yelp and then I heard from you . I received email in August that you received photo and processing claim and will send more detail on the day . which did not happen and I have to open BBB case . I see following estimates for damage and weight, which in some cases are estimated appropriatly . wall = $72 (agree) coffee table = $18 ,weight more than 30 lbs (refer : http://www.amazon.com/Coaster-Wacker-Contemporary-Occasional-Cappuccino/dp/ [redacted] /ref=sr_1_42?s=furniture&ie=UTF8&qid=XXXXXXXXXX&sr=1-42&keywords...⇄ end table = $20.00 (agree). TV stand = ( leg is loose and turned in ) which take more to repair) As you suggesting that some of the defects are easy to repair , I wish to repair rather compensation for damage. Noticable chipping and leg are not easy to fix and permant damange in case of coffe table. I want to work with you hence followed multiple time before opening case . I hope for better resolution . Consumer Response / [redacted] (3000, 13, 2014/11/11) */ I am not sure why this case has been closed . Business has not provided appropriate response . Please help with this. Business Response / [redacted] (4000, 17, 2014/12/01) */ We have received a response from the customer regarding his open complain. Based on the original agreement, Upline has followed all the necessary steps to resolve this complaint in a timely and efficient manner. The offer that we made is based on the average weight of furniture and .60/lb per article damaged. However, in order to keep good relations, we are offering an additional $150 on top of the claim amount of $72. We hope that this will satisfy the client and resolve this issue. [redacted] Consumer Response / [redacted] (2000, 19, 2014/12/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Reason for agree now a. I agree with claim amount now , which would cover some of damaged items and make it usable/repair. b. This is more than 6 months old and it has been stretch too far . though I am not happy with initial response and time spend on going forth and back e.g. not getting email , images etc which was clearly given various ppl in their organization . I want to close as can't spend more time on this . Please request business to expedite claim amount so, I can get furniture repaired soon . it has been 6 months .

Initial Business Response /* (1000, 10, 2014/10/16) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@uplinemoving.com
In regards to this claim, we accepted the customer's claim and have made an attempt at closing this out with himAt the current time
we do not have an address in which to send the compensation so we'll let you know as the customer response

My family has moved multiple times and have used different moving companiesThis move from the Bay Area to Indiana we decided to go with Upline movingThe sales associate, ***, who came to our house to give us an estimate was very kind and reasonableMonday, the actual moving day went very wellThe movers were friendly, took special care of our items and made a usually stressful day run very smoothly We were told that our things would be taken back to a warehouse (which I was not aware of prior) and placed on a larger truck for the 2,mile haulHaving said that, we were OK with our things being shuffled between trucksOn Tuesday I called to check the status of our move was told our things were still in the Bay Area and she was unsure when they would be able to even begin driving them to usShe also offered that Friday may be the day the truck leaves to come to Indiana, putting our deliver date the middle of the following weekI just called customer service to check the status and make sure our things were heading our way and was appalled at the treatment I receivedThe sassy customer service agent continued to say she had no idea when our things would be moving our way and they would not leaving the Bay Area today as I was told previouslyShe even went so far as to say she will "put a note on our file to NOT update us about the move" when I expressed distaste about our things not leaving the Bay on Friday as they suggested (I was not notified that the call was being recorded...) In addition, she could not tell me WHEN a truck from the East coast would be back to collect our things in CA to begin the moveShe also continued to tell me that we signed a contract that allotted them business days to get our things to usYes, we did sign a contractHowever, we were not told that days BUSINESS DAYS was the rule not the exceptionIf you're planning your move across the country Do NOT use UplineI wish I would have been told that our things would be moved between trucks multiple times in addition to having to wait for an undetermined amount of time (which I am STILL unsure of when we will be getting our belongings)Knowing I should have expected 2+ weeks without belonging would have been helpful in packing for my kids and family, as we are currently living out of a single suitcaseAll in all, Upline over sells and under delivers!

Initial Business Response /* (1000, 15, 2015/07/20) */
***Document Attached***
We have reviewed the Consumer complaint filed by *** *** against Upline Moving regarding damaged furniture
We have confirmed that Consumer hired the Business to perform a Long Distance move from
California to Arizona, commencing on 5/27/Delivery was completed on 6/2/15, & thereafter on 6/8/Consumer called to file a claim for damaged items (floor lamp, end table, telephone stand, & dresser)We confirmed that the coverage selected by Ms*** for her move was limited to $.60/lb/article, & that she had opted NOT to purchase Additional Valuation CoverageTherefore, it was explained to her that based on the weights of the items claimed multiplied by the $.60/lb/article coverage chosen, the maximum she was entitled to was $However, the Business provided over 100% more than required, & settled with the Consumer for $totalConsumer was sent a release form, which she accepted/signed & returned on 6/30/& a check was sent to her immediately thereafter
Based on the above, this matter was settled in full on 6/8/BEFORE CUSTOMER FILED HER Revdex.com COMPLAINT - A COPY OF THE EXECUTED RELEASE FORM IS ATTACHED FOR YOUR REFERENCETherefore, we respectfully request that this case be closed as INVALID as Consumer agreed to settlement BEFORE filing this complaintThank you
Initial Consumer Rebuttal /* (3000, 17, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with the Revdex.com person prior to accepting their offer as I only had a couple of days left to accept it or would get nothing, according to the legal representative I spoke with at VIP officeShe suggested I not loose my chance to get some compensation but that the Revdex.com would continue to address my issueThe problem is that I will never get the Gorilla Glue drippings off of my antique furniture for It was not simply the broken pieces (one short stand piece broken in half) that were a terrible loss but the visible dripping of the glue and the fact that had I not seen them trying to repair one of the items, notwithstanding the very visible drips, I might never have known of the damage had they been repaired correctlyIt would not cost me so much if it wasn't such a double loss -they need to reimburse me for the very sneaky way they try to cover their mistakes and the terrible mess made of the furniture because of itI could have had it repaired had the company been forthright about it in the first place and left it to me to repairAlso the legal representative I spoke with gave me only one option -to take the deal or get nothing and I could not think about it and call back I had to tell her at that time or would get no reimbursement at all -I was coerced by the company rep who forced me into a deal that they apparently deal with all the timeThis company is disreputableI have to look at these obvious white drips on my dark wood furniture and the hatchet manner in which they tried to cover it upThis needs to be fixed

Initial Business Response /* (1000, 8, 2014/09/25) */
At this time, our company is still working directly with the *** family regarding the details of the claimWe request that more time be alotted to finalize this matter outside the Revdex.com forum before any determination be madeThank you

In October 2015 we moved from California to Oregon. The moving experience with UpLine Movers was nothing short of amazing. The exact price was quoted at time of taking inventory. There were no hidden charges. Since we could not take possession right away, UpLine stored it all for 4 weeks free. Everything was packed with utmost care. Nothing was broken or lost. Everything was wrapped so well that we sometimes could not guess what furniture piece it actually was. The Movers were courteous, friendly and so helpful. I highly recommend this company.

Initial Business Response /* (1000, 15, 2015/07/20) */
[redacted]Document Attached[redacted]
We have reviewed the Consumer complaint filed by [redacted] against Upline Moving regarding damaged furniture.
We have confirmed that Consumer hired the Business to perform a Long Distance move from California to...

Arizona, commencing on 5/27/15. Delivery was completed on 6/2/15, & thereafter on 6/8/15 Consumer called to file a claim for 4 damaged items (floor lamp, end table, telephone stand, & dresser). We confirmed that the coverage selected by Ms. [redacted] for her move was limited to $.60/lb/article, & that she had opted NOT to purchase Additional Valuation Coverage. Therefore, it was explained to her that based on the weights of the items claimed multiplied by the $.60/lb/article coverage chosen, the maximum she was entitled to was $126.00. However, the Business provided over 100% more than required, & settled with the Consumer for $250.00 total. Consumer was sent a release form, which she accepted/signed & returned on 6/30/15 & a check was sent to her immediately thereafter.
Based on the above, this matter was settled in full on 6/8/15 BEFORE CUSTOMER FILED HER Revdex.com COMPLAINT - A COPY OF THE EXECUTED RELEASE FORM IS ATTACHED FOR YOUR REFERENCE. Therefore, we respectfully request that this case be closed as INVALID as Consumer agreed to settlement BEFORE filing this complaint. Thank you.
Initial Consumer Rebuttal /* (3000, 17, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with the Revdex.com person prior to accepting their 250.00 offer as I only had a couple of days left to accept it or would get nothing, according to the legal representative I spoke with at VIP office. She suggested I not loose my chance to get some compensation but that the Revdex.com would continue to address my issue. The problem is that I will never get the Gorilla Glue drippings off of my antique furniture for 250.00. It was not simply the broken pieces (one short stand piece broken in half) that were a terrible loss but the visible dripping of the glue and the fact that had I not seen them trying to repair one of the items, notwithstanding the very visible drips, I might never have known of the damage had they been repaired correctly. It would not cost me so much if it wasn't such a double loss -they need to reimburse me for the very sneaky way they try to cover their mistakes and the terrible mess made of the furniture because of it. I could have had it repaired had the company been forthright about it in the first place and left it to me to repair. Also the legal representative I spoke with gave me only one option -to take the deal or get nothing and I could not think about it and call back I had to tell her at that time or would get no reimbursement at all -I was coerced by the company rep who forced me into a deal that they apparently deal with all the time. This company is disreputable. I have to look at these obvious white drips on my dark wood furniture and the hatchet manner in which they tried to cover it up. This needs to be fixed.

This review is a little late but just wanted to express my sincere gratitude to this company for creating such a positive moving experience for me during a really difficult time recently. I contacted them mid February for a move toward the end of February (the busiest time of the month for movers). They followed up promptly and got me scheduled for my move on the exact date I requested at a very reasonable price. On moving day, they arrived right on time and got right to work. They were efficient, organized and courteous They were extremely well prepared and packed and wrapped all of my belongings securely. When they arrived at my new location, they unpacked everything, placed items where I requested and cleaned up all of their materials completely. I have used moving companies many times in the past and this was by far the best experience of all. Shout out to [redacted], and [redacted]......you guys are the best!!! Would highly recommend this company!!!!

Initial Business Response /* (1000, 5, 2014/09/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX
Contact Email: [redacted].com
We take all claims of damage very seriously, and this is no exception.
The delay in processing this customers claim was held up...

only by the fact that when the customer would send an email, there were no pictures attached.
After multiple requests, the customer finally included the photos with his email.
This was done on the same day this complaint was filed, and since the customer elevated this matter to the Revdex.com; we have elected to finalize it in this forum.
The email requests for the photos will be attached, along with the compensation due, as per our contract, the law and Department of Transportation Regulations
Pleas see the following:
[redacted],
Although you have sent prior emails, there was no items attached, I have now received the attachment, and will begin the claim process.
We do value you as a customer, and I apologize for any delay you experienced; we were simply waiting for the photos.
Rest assured , this will be handled promptly and professionally, and we trust that your experience will become much more satisfactory.
Please email me directly if you need anything.
[redacted]
Original Message
Subject: Re: [redacted]
From: [redacted]
Date: Mon, August 25, XXXX XX:XX am
To: "[redacted].com"
Hi [redacted],
I have sent it multiple time so far . I hope this is last :-) .
here you go again .
Regards,
[redacted]
On Monday, August 25, XXXX X:XX PM, "[redacted].com" wrote:
[redacted],
It has come to my attention that you submitted a YELP review regarding your move.
I have requested photos of your damaged items multiple times, and still not received them.
Without the photos we are unable to initiate your claim.
Please reply to this email so we can finalize this
Thanks,
[redacted]
and this one as well
From:
(Add as Preferred Sender)
Date: Tue, Jul 15, XXXX X:XX pm
To: "[redacted]"
Cc: [redacted]@ymail.com
Bcc: [redacted].com
Thank you.
However, there are no photos attached.
Please send the pictures as well.
Sincerely,
[redacted]
Original Message
Subject: Fw: Order # XXXXX :Snaps of Damaged items reported
From: [redacted]
Date: Tue, July 15, XXXX X:XX pm
To: "[redacted].com"
Cc: "[redacted].com" , Talk2ank
For reference ..
On Monday, June 30, XXXX X:XX PM, "[redacted].com" wrote:
Hi [redacted],
I did make sure our customer care department has the email and that
The above is just two of the requests for photos.
The compensation that this customer elected for coverage was .60 per lb. per item. this is based on the items that were damaged multiplied by the .60 per lb. rate.
For the loose legs and scratch on wall unit, this is minor damage and is easily repaired. However, in the spirit of customer service, we are willing to compensate the customer for the entire item, its weight is approximately 120 lbs. at .650 per lb, this compensation is $72.00
For the small chip in coffee table the compensation is 30 lbs. X .60 which equals $18.00
For the TV stand loose leg, this is also easily repaired, and the compensation is $10.00.
For the small scratch on the end table, again easily repaired, is $20.00.
The maximum total compensation due to this customer by law is $120.00. Please have the customer reply and a check will be processed immediately.
In light of the multiple requests to this customer for the supporting photographs, we ask that this be considered a non complaint, as we, as a company have made multiple attempts to solve this, without any response or information provided to us by the customer.
We appreciate your assistance in this matter.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] ,
I have sent photo multiple times also , called [redacted] multiple time about the issue ,but no response. Also, sent email with photo to your customer care department . I have not seen you have request for photo till I provide review on yelp and then I heard from you .
I received email in August that you received photo and processing claim and will send more detail on the day . which did not happen and I have to open Revdex.com case .

I see following estimates for damage and weight, which in some cases are estimated appropriatly .
wall = $72 (agree)
coffee table = $18 ,weight more than 30 lbs (refer : http://www.amazon.com/Coaster-Wacker-Contemporary-Occasional-Cappuccino/dp/[reda...⇄ /> end table = $20.00 (agree).
TV stand = ( leg is loose and turned in ) which take more to repair)
As you suggesting that some of the defects are easy to repair , I wish to repair rather compensation for damage. Noticable chipping and leg are not easy to fix and permant damange in case of coffe table.
I want to work with you hence followed multiple time before opening case . I hope for better resolution .
Consumer Response /* (3000, 13, 2014/11/11) */
I am not sure why this case has been closed . Business has not provided appropriate response .
Please help with this.
Business Response /* (4000, 17, 2014/12/01) */
We have received a response from the customer regarding his open complain. Based on the original agreement, Upline has followed all the necessary steps to resolve this complaint in a timely and efficient manner. The offer that we made is based on the average weight of furniture and .60/lb per article damaged. However, in order to keep good relations, we are offering an additional $150 on top of the claim amount of $72.
We hope that this will satisfy the client and resolve this issue.
[redacted]
Consumer Response /* (2000, 19, 2014/12/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Reason for agree now
a. I agree with claim amount now , which would cover some of damaged items and make it usable/repair.
b. This is more than 6 months old and it has been stretch too far . though I am not happy with initial response and time spend on going forth and back e.g. not getting email , images etc which was clearly given various ppl in their organization . I want to close as can't spend more time on this .
Please request business to expedite claim amount so, I can get furniture repaired soon . it has been 6 months .