COOK BUFFALO Moving Systems, Inc.Agencies In Buffalo, Rochester, NYRevdex.comBryant Woods SouthAmherst, New York 14228RE: Revdex.com Complaint Number [redacted] Customer: [redacted] Dear [redacted] ,We received complaint ID [redacted] on February 18,from [redacted] , regarding moving and storage services rendered to he and [redacted] Please see my response to his complaint below.A cargo claim for damages to [redacted] 's belongings was sent to Cook on 5/26/ [redacted] , our internal claims settlement specialist in conjunction with [redacted] ***, the General Manager of our Rochester agency reviewed the claimCook contracted [redacted] to perform an inspection of the claimed itemsUpon completion of the inspection, we authorized [redacted] ***'s repair of of the claimed items and offered cash settlement for other items we were liable for[redacted] was not satisfied with the settlement, at which point I became involvedCook has an ongoing relationship with an independent cargo claims settlement expert [redacted] (** [redacted] )I hired [redacted] to conduct an independent review of their claim to ensure that we had done an accurate assessment of our liabilityUpon completion of her review [redacted] found Cook's liability to be less than the settlement offer we had already presentedA letter detailing her findings was sent to [redacted] Afterward, I agreed to maintain our original offer, even though [redacted] found our liability to be less.Lastly, we notified [redacted] if he was still unhappy with his settlement his next course of action would be to seek arbitration through the [redacted] (***)The cost of which would be split between Cook and [redacted] I have never been through arbitration and am unfamiliar with the arbitration processUnfortunately, our recommendation to use *** for Arbitration was an inaccurate oneOur membership in [redacted] provides us with arbitration services on interstate moves onlyThis move occurred within NY State and as a result *** services are unavailable to usI sincerely apologize for providing [redacted] with this inaccurate information.At this juncture I have submitted the claim to our insurance carrier for final settlementSincerely, [redacted]
Hi! This is one communication, it's the verbal lies that aren't on paperThis shows delivery no later than 2/ Verbal was "closer to 2nd than 7th" !---------- Forwarded message ----------From: " [redacted] ***" < [redacted] >Date: Jan 19, 12:PMSubject: Your [redacted] Van Lines eAcceptance DocumentTo: < [redacted] >Cc: Good Afternoon ***, Please find the revised documents to confirm the upcoming relocation of your household goods from [redacted] to [redacted] Please be sure to provide me with your new address as soon as possibleIf you could, please sign in to your very own “Personal Online Move Planner” with your last name, Rifenburg, and your origin zip code, ***, and scroll down to follow the prompts to accept your household goods orderPlease make sure you completeboth sections (if paying via credit card) – Credit Card Authorization and Estimate FormsThe E-Acceptance must be completed before we can provide any moving servicesWe would like to confirm that we have your move scheduled for: Packing & Loading: 1/28/– Please keep pack and load days free from any other appointments Delivery: In [redacted] ** 2/2/through 2/7/– You must be available to accept delivery between the dates noted [redacted] The driver can give you an idea of his itinerary the day he loads your goods, but do not carve it in stone as things are constantly changing in our businessThe driver will contact you hours before delivery to confirm a day and a timePlease be sure to provide me all contact phone numbers for delivery** Please make sure all appliances and electronics are disconnected/serviced prior to your moveYour options for payment are cash, certified check, or money order that can be paid to the crew upon pick up or delivery of your goodsIf you would like to pay via credit card, the credit card form is attached in the link for you to fill out and completeIf you choose to pay via credit card, the charge is authorized two days before loading to make sure the funds have cleared prior to deliveryShould you have any questions, please feel free to contact me via e-mail or my direct line is ###-###-####Thank you again for choosing [redacted] Moving Systems, Inc/ [redacted] Van Lines and we look forward to a successful move.To review your documents, please click on the link belowFrom the eAcceptance page, you will also be able to accept the documents and book your moveIf you have not booked your move using the link below prior to its expiration, please contact your sales representative.eAcceptance DocumentThank you, [redacted] ***Relocation Coordinator [redacted] Moving Systems, Inc[redacted] / Agent #[redacted] / Agent #Dale RoadCheektowaga, NY [redacted] @***moving.comPhone ###-###-#### Ext***Fax: ###-###-####
CookMoving Systems, Inc.AgenciesInBuffalo, RochesterNYRevdex.comBryant Woods SouthAmherst, New York 14228February 2015RE: Revdex.com Complaint ID [redacted] Customer: [redacted] Dear [redacted] ,I received complaint ID [redacted] regarding service issues [redacted] had on her move from Rochester to BuffaloPlease extend my apology to [redacted] , the service she received on her move was not up to the professional standard Cook Moving expectsI have spoken with [redacted] since the move occurred and have begun addressing her issuesThe primary cause of the issues she faced was an inexperienced crewSince then a formal meeting was conducted by our Quality Control Coordinator [redacted] to discuss this move and rectify the issues going forwardPrimary topics discussed at this meeting included:Properly protecting the residenceProperly protecting belongingsProperly reviewing paperworkTippingProfessionalismI was very sorry to hear about the damage that was caused to her residence and her furniture as wellShe is entitled to reimbursement for these damages and we have already begun the claims settlementprocess with her.If there are any further questions or concerns, please feel free to contact me directly.Sincerely [redacted] Vice PresidentCook Moving Systems
***Moving Systems, Inc.Agencies In BuffaloRochester, NYRevdex.comBryant Woods SouthAmherst, New York 14228February 24, 2015RE: Revdex.com Complaint Number ***Customer: *** ***Dear Sir or Madam.*** *** *** has filed a complaint against *** Moving Systems ("***")
with the RevDex.com in Amherst, New York regarding his interstate move*** ***'s shipment is being transported from New York to Texas pursuant to a *** *** *** *** ("United**) Bill of Lading issued in accordance with United's interstate operating authority which was granted by the Surface Transportation Board of the USDepartment of TransportationThus*** is entity responsible for transporting *** ***'s shipment from New York to Texas.In this instance*** Moving Systems ("***"*) participated in *** ***'s interstate relocation by acting solely as a disclosed household goods agent of UnitedSince *** ***'s shipment was being transported pursuant to a *** Bill of Lading contract*** has no responsibility for *** ***'s interstate move separate and independent from UnitedTherefore, any complaints that *** *** may have regarding his interstate move under the Bill of Lading that was issued by *** should be directed to *** through the Revdex.com in StLouisMissouri which is the local Revdex.com office that is nearest to United's offices.Accordingly, *** respectfully requests the Revdex.com in AmherstNew York forward a copy of *** ***'s complaint to the Revdex.com in StLouisMissouri so that *** will have an opportunity to respond to *** ***'s complaintIn addition*** respectfully requests that *** ***'s complaint against *** be removed for ***'s tile.Thank you for your prompt attention to this matter.Sincerely.*** ***Vice President*** Moving SystemsDALE ROAD, BUFFALO, NEW YORK 14225###-###-#### • ###-###-#### • FAX ###-###-####www.***moving.come-mail: ***@***moving.com *** *** *** February 24, 2015*** ** *** *** *** ** *** RE: Revdex.com Complaint ID *** *** ***: Your shipment was transported from New York to Texas pursuant to a *** *** *** *** Bill of Lading. As your shipment is interstate in nature, it is being transported under United’s interstate operating authority which was granted by the Surface Transportation Board of the U.SDepartment of Transportation. In this instance, *** Moving Systems participated in your move as a disclosed household goods agent of United. Consequently, *** has no responsibility for your interstate move separate and apart from United. As a result, any complaints that you may have regarding your interstate move should be directed to *** through the Revdex.com in StLouis, Missouri which is the Revdex.com office that is nearest to United’s offices. A letter notifying the Revdex.com of ***’s responsibility in regard to your complaint has been sent as well.That being said, I understand that while *** is not responsible for the late arrival of your shipment, it still reflects poorly on us. When *** has a service failure on an order that *** has booked I’ve asked my team to do two things:1. Stay in communication with *** to make sure servicing our shipment is a priority. In this instance your shipment was assigned to a *** driver for service when you contacted your Move Coordinator *** on 2/3/15. She attempted to contact the driver multiple times to find out when he was planning on making delivery. Unfortunately, the other shipment’s that the driver had loaded before yours went over their estimate and as a result there was not enough space for yours. This is the point at which *** instructed you to speak with our General Manager, ***, and to contact *** directly. *** worked closely with *** and was able to ensure your shipment got serviced as quickly as possible.2. Stay in communication with our customer so they aren’t left wondering where their shipment is. We could have done a better job in this instance, and I apologize that you left messages for both *** and *** without a return call. I have since gone over your move in particular to emphasize the importance of staying in contact with our customers during this situation.Lastly, the terms and conditions of United’s interstate operating tariff, which is incorporated into the Bill of Lading by reference, provide that, when a shipment experiences a delay in delivery, *** will pay a shipper, such as yourself, a delay claim for each day that your shipment is late. If you have not already, I encourage you to contact the *** Customer Service Center at ###-###-#### regarding a delay claim.Sincerely, *** ***Vice President
Hi! This is one communication, it's the verbal lies that aren't on paper. This shows delivery no later than 2/7. Verbal was "closer to 2nd than 7th" !---------- Forwarded message ----------From: "[redacted]" <[redacted]>Date: Jan 19, 2015 12:42 PMSubject: Your [redacted] Van Lines eAcceptance DocumentTo: <[redacted]>Cc: Good Afternoon [redacted], Please find the revised documents to confirm the upcoming relocation of your household goods from [redacted] to [redacted] Please be sure to provide me with your new address as soon as possible. If you could, please sign in to your very own “Personal Online Move Planner” with your last name, Rifenburg, and your origin zip code, [redacted], and scroll down to follow the prompts to accept your household goods order. Please make sure you completeboth sections (if paying via credit card) – Credit Card Authorization and Estimate Forms. The E-Acceptance must be completed before we can provide any moving services. We would like to confirm that we have your move scheduled for: Packing & Loading: 1/28/15 – Please keep pack and load days free from any other appointments Delivery: In [redacted] 2/2/15 through 2/7/15 – You must be available to accept delivery between the dates noted ** The driver can give you an idea of his itinerary the day he loads your goods, but do not carve it in stone as things are constantly changing in our business. The driver will contact you 24 hours before delivery to confirm a day and a time. Please be sure to provide me all contact phone numbers for delivery. ** Please make sure all appliances and electronics are disconnected/serviced prior to your move. Your options for payment are cash, certified check, or money order that can be paid to the crew upon pick up or delivery of your goods. If you would like to pay via credit card, the credit card form is attached in the link for you to fill out and complete. If you choose to pay via credit card, the charge is authorized two days before loading to make sure the funds have cleared prior to delivery. Should you have any questions, please feel free to contact me via e-mail or my direct line is ###-###-####. Thank you again for choosing [redacted] Moving Systems, Inc. / [redacted] Van Lines and we look forward to a successful move.To review your documents, please click on the link below. From the eAcceptance page, you will also be able to accept the documents and book your move. If you have not booked your move using the link below prior to its expiration, please contact your sales representative.eAcceptance DocumentThank you,[redacted]Relocation Coordinator[redacted] Moving Systems, Inc.[redacted] / Agent #003[redacted] / Agent #28021845 Dale RoadCheektowaga, NY 14225[redacted]moving.comPhone ###-###-#### Ext. [redacted]Fax: ###-###-####
COOK BUFFALO Moving Systems, Inc.Agencies In Buffalo, Rochester, NYRevdex.com100 Bryant Woods SouthAmherst, New York 14228RE: Revdex.com Complaint Number [redacted]Customer: [redacted]Dear [redacted],We received complaint ID [redacted] on February 18,2015 from...
[redacted], regarding moving and storage services rendered to he and [redacted]. Please see my response to his complaint below.A cargo claim for damages to [redacted]'s belongings was sent to Cook on 5/26/14. [redacted], our internal claims settlement specialist in conjunction with [redacted], the General Manager of our Rochester agency reviewed the claim. Cook contracted [redacted] to perform an inspection of the claimed items. Upon completion of the inspection, we authorized [redacted]'s repair of 4 of the claimed items and offered cash settlement for 8 other items we were liable for.[redacted] was not satisfied with the settlement, at which point I became involved. Cook has an ongoing relationship with an independent cargo claims settlement expert [redacted] (** [redacted]). I hired [redacted] to conduct an independent review of their claim to ensure that we had done an accurate assessment of our liability. Upon completion of her review [redacted] found Cook's liability to be less than the settlement offer we had already presented. A letter detailing her findings was sent to [redacted] Afterward, I agreed to maintain our original offer, even though [redacted] found our liability to be less.Lastly, we notified [redacted] if he was still unhappy with his settlement his next course of action would be to seek arbitration through the [redacted] ([redacted]). The cost of which would be split between Cook and [redacted] I have never been through arbitration and am unfamiliar with the arbitration process. Unfortunately, our recommendation to use [redacted] for Arbitration was an inaccurate one. Our membership in [redacted] provides us with arbitration services on interstate moves only. This move occurred within NY State and as a result [redacted] services are unavailable to us. I sincerely apologize for providing [redacted] with this inaccurate information.At this juncture I have submitted the claim to our insurance carrier for final settlement. Sincerely,[redacted]
CookMoving Systems, Inc.AgenciesInBuffalo, Rochester. NYRevdex.com100 Bryant Woods SouthAmherst, New York 14228February 24. 2015RE: Revdex.com Complaint ID [redacted]Customer: [redacted]Dear [redacted],I received complaint ID [redacted] regarding service issues [redacted] had on her move...
from Rochester to Buffalo. Please extend my apology to [redacted], the service she received on her move was not up to the professional standard Cook Moving expects. I have spoken with [redacted] since the move occurred and have begun addressing her issues. The primary cause of the issues she faced was an inexperienced crew. Since then a formal meeting was conducted by our Quality Control Coordinator. [redacted]. to discuss this move and rectify the issues going forward. Primary topics discussed at this meeting included:1. Properly protecting the residence2. Properly protecting belongings3. Properly reviewing paperwork4. Tipping5. ProfessionalismI was very sorry to hear about the damage that was caused to her residence and her furniture as well. She is entitled to reimbursement for these damages and we have already begun the claims settlementprocess with her.If there are any further questions or concerns, please feel free to contact me directly.Sincerely[redacted]Vice PresidentCook Moving Systems
Revdex.com March 18, 2015100 Bryant Woods SouthAmherst. New York 14228RE: Revdex.com Complaint Number [redacted]Customer: [redacted]s & [redacted]Dear [redacted],We received complaint ID [redacted] on February 18. 2015 from Mr. [redacted]s, regarding moving and storage services rendered to he and [redacted]. Please see my response to his complaint below.A cargo claim for damages to [redacted]'s belongings was sent to Cook on 5/26/14. [redacted], our internal claims settlement specialist in conjunction with [redacted], the General Manager of our Rochester agency reviewed the claim. Cook contracted [redacted] to perform an inspection of the claimed items. Upon completion of the inspection, we authorized [redacted]'s repair of 4 of the claimed items and offered cash settlement for 8 other items we were liable for.[redacted] was not satisfied with the settlement, at which point I became involved. Cook has an ongoing relationship with an independent cargo claims settlement expert [redacted] (** [redacted]). I hired [redacted] to conduct an independent review of their claim to ensure that we had done an accurate assessment of our liability. Upon completion of her review [redacted] found Cook's liability to be less than the settlement offerwe had already presented. A letter detailing her findings was sent to [redacted] Afterward. I agreed to maintain our original offer, even though [redacted] found our liability to be less.Lastly, we notified [redacted] if he was still unhappy with his settlement his next course of action would be to seek arbitration through the [redacted]). The cost of which would be split between Cook and [redacted] I have never been through arbitration and am unfamiliar with the arbitration process. Unfortunately, our recommendation to use [redacted] for Arbitration was an inaccurate one. Our membership in [redacted] provides us with arbitration services on interstate moves only. This move occurred within NY State and as a result [redacted] services are unavailable to us. I sincerely apologize lor providing [redacted] with this inaccurate information.At this juncture I have submitted the claim to our insurance carrier for final settlement. Sincerely,[redacted]Chief Operating Officer
COOK BUFFALO Moving Systems, Inc.Agencies In Buffalo, Rochester, NYRevdex.comBryant Woods SouthAmherst, New York 14228RE: Revdex.com Complaint Number [redacted] Customer: [redacted] Dear [redacted] ,We received complaint ID [redacted] on February 18,from [redacted] , regarding moving and storage services rendered to he and [redacted] Please see my response to his complaint below.A cargo claim for damages to [redacted] 's belongings was sent to Cook on 5/26/ [redacted] , our internal claims settlement specialist in conjunction with [redacted] ***, the General Manager of our Rochester agency reviewed the claimCook contracted [redacted] to perform an inspection of the claimed itemsUpon completion of the inspection, we authorized [redacted] ***'s repair of of the claimed items and offered cash settlement for other items we were liable for[redacted] was not satisfied with the settlement, at which point I became involvedCook has an ongoing relationship with an independent cargo claims settlement expert [redacted] (** [redacted] )I hired [redacted] to conduct an independent review of their claim to ensure that we had done an accurate assessment of our liabilityUpon completion of her review [redacted] found Cook's liability to be less than the settlement offer we had already presentedA letter detailing her findings was sent to [redacted] Afterward, I agreed to maintain our original offer, even though [redacted] found our liability to be less.Lastly, we notified [redacted] if he was still unhappy with his settlement his next course of action would be to seek arbitration through the [redacted] (***)The cost of which would be split between Cook and [redacted] I have never been through arbitration and am unfamiliar with the arbitration processUnfortunately, our recommendation to use *** for Arbitration was an inaccurate oneOur membership in [redacted] provides us with arbitration services on interstate moves onlyThis move occurred within NY State and as a result *** services are unavailable to usI sincerely apologize for providing [redacted] with this inaccurate information.At this juncture I have submitted the claim to our insurance carrier for final settlementSincerely, [redacted]
Hi! This is one communication, it's the verbal lies that aren't on paperThis shows delivery no later than 2/ Verbal was "closer to 2nd than 7th" !---------- Forwarded message ----------From: " [redacted] ***" < [redacted] >Date: Jan 19, 12:PMSubject: Your [redacted] Van Lines eAcceptance DocumentTo: < [redacted] >Cc: Good Afternoon ***, Please find the revised documents to confirm the upcoming relocation of your household goods from [redacted] to [redacted] Please be sure to provide me with your new address as soon as possibleIf you could, please sign in to your very own “Personal Online Move Planner” with your last name, Rifenburg, and your origin zip code, ***, and scroll down to follow the prompts to accept your household goods orderPlease make sure you completeboth sections (if paying via credit card) – Credit Card Authorization and Estimate FormsThe E-Acceptance must be completed before we can provide any moving servicesWe would like to confirm that we have your move scheduled for: Packing & Loading: 1/28/– Please keep pack and load days free from any other appointments Delivery: In [redacted] ** 2/2/through 2/7/– You must be available to accept delivery between the dates noted [redacted] The driver can give you an idea of his itinerary the day he loads your goods, but do not carve it in stone as things are constantly changing in our businessThe driver will contact you hours before delivery to confirm a day and a timePlease be sure to provide me all contact phone numbers for delivery** Please make sure all appliances and electronics are disconnected/serviced prior to your moveYour options for payment are cash, certified check, or money order that can be paid to the crew upon pick up or delivery of your goodsIf you would like to pay via credit card, the credit card form is attached in the link for you to fill out and completeIf you choose to pay via credit card, the charge is authorized two days before loading to make sure the funds have cleared prior to deliveryShould you have any questions, please feel free to contact me via e-mail or my direct line is ###-###-####Thank you again for choosing [redacted] Moving Systems, Inc/ [redacted] Van Lines and we look forward to a successful move.To review your documents, please click on the link belowFrom the eAcceptance page, you will also be able to accept the documents and book your moveIf you have not booked your move using the link below prior to its expiration, please contact your sales representative.eAcceptance DocumentThank you, [redacted] ***Relocation Coordinator [redacted] Moving Systems, Inc[redacted] / Agent #[redacted] / Agent #Dale RoadCheektowaga, NY [redacted] @***moving.comPhone ###-###-#### Ext***Fax: ###-###-####
CookMoving Systems, Inc.AgenciesInBuffalo, RochesterNYRevdex.comBryant Woods SouthAmherst, New York 14228February 2015RE: Revdex.com Complaint ID [redacted] Customer: [redacted] Dear [redacted] ,I received complaint ID [redacted] regarding service issues [redacted] had on her move from Rochester to BuffaloPlease extend my apology to [redacted] , the service she received on her move was not up to the professional standard Cook Moving expectsI have spoken with [redacted] since the move occurred and have begun addressing her issuesThe primary cause of the issues she faced was an inexperienced crewSince then a formal meeting was conducted by our Quality Control Coordinator [redacted] to discuss this move and rectify the issues going forwardPrimary topics discussed at this meeting included:Properly protecting the residenceProperly protecting belongingsProperly reviewing paperworkTippingProfessionalismI was very sorry to hear about the damage that was caused to her residence and her furniture as wellShe is entitled to reimbursement for these damages and we have already begun the claims settlementprocess with her.If there are any further questions or concerns, please feel free to contact me directly.Sincerely [redacted] Vice PresidentCook Moving Systems
***Moving Systems, Inc.Agencies In BuffaloRochester, NYRevdex.comBryant Woods SouthAmherst, New York 14228February 24, 2015RE: Revdex.com Complaint Number ***Customer: *** ***Dear Sir or Madam.*** *** *** has filed a complaint against *** Moving Systems ("***")
with the RevDex.com in Amherst, New York regarding his interstate move*** ***'s shipment is being transported from New York to Texas pursuant to a *** *** *** *** ("United**) Bill of Lading issued in accordance with United's interstate operating authority which was granted by the Surface Transportation Board of the USDepartment of TransportationThus*** is entity responsible for transporting *** ***'s shipment from New York to Texas.In this instance*** Moving Systems ("***"*) participated in *** ***'s interstate relocation by acting solely as a disclosed household goods agent of UnitedSince *** ***'s shipment was being transported pursuant to a *** Bill of Lading contract*** has no responsibility for *** ***'s interstate move separate and independent from UnitedTherefore, any complaints that *** *** may have regarding his interstate move under the Bill of Lading that was issued by *** should be directed to *** through the Revdex.com in StLouisMissouri which is the local Revdex.com office that is nearest to United's offices.Accordingly, *** respectfully requests the Revdex.com in AmherstNew York forward a copy of *** ***'s complaint to the Revdex.com in StLouisMissouri so that *** will have an opportunity to respond to *** ***'s complaintIn addition*** respectfully requests that *** ***'s complaint against *** be removed for ***'s tile.Thank you for your prompt attention to this matter.Sincerely.*** ***Vice President*** Moving SystemsDALE ROAD, BUFFALO, NEW YORK 14225###-###-#### • ###-###-#### • FAX ###-###-####www.***moving.come-mail: ***@***moving.com *** *** *** February 24, 2015*** ** *** *** *** ** *** RE: Revdex.com Complaint ID *** *** ***: Your shipment was transported from New York to Texas pursuant to a *** *** *** *** Bill of Lading. As your shipment is interstate in nature, it is being transported under United’s interstate operating authority which was granted by the Surface Transportation Board of the U.SDepartment of Transportation. In this instance, *** Moving Systems participated in your move as a disclosed household goods agent of United. Consequently, *** has no responsibility for your interstate move separate and apart from United. As a result, any complaints that you may have regarding your interstate move should be directed to *** through the Revdex.com in StLouis, Missouri which is the Revdex.com office that is nearest to United’s offices. A letter notifying the Revdex.com of ***’s responsibility in regard to your complaint has been sent as well.That being said, I understand that while *** is not responsible for the late arrival of your shipment, it still reflects poorly on us. When *** has a service failure on an order that *** has booked I’ve asked my team to do two things:1. Stay in communication with *** to make sure servicing our shipment is a priority. In this instance your shipment was assigned to a *** driver for service when you contacted your Move Coordinator *** on 2/3/15. She attempted to contact the driver multiple times to find out when he was planning on making delivery. Unfortunately, the other shipment’s that the driver had loaded before yours went over their estimate and as a result there was not enough space for yours. This is the point at which *** instructed you to speak with our General Manager, ***, and to contact *** directly. *** worked closely with *** and was able to ensure your shipment got serviced as quickly as possible.2. Stay in communication with our customer so they aren’t left wondering where their shipment is. We could have done a better job in this instance, and I apologize that you left messages for both *** and *** without a return call. I have since gone over your move in particular to emphasize the importance of staying in contact with our customers during this situation.Lastly, the terms and conditions of United’s interstate operating tariff, which is incorporated into the Bill of Lading by reference, provide that, when a shipment experiences a delay in delivery, *** will pay a shipper, such as yourself, a delay claim for each day that your shipment is late. If you have not already, I encourage you to contact the *** Customer Service Center at ###-###-#### regarding a delay claim.Sincerely, *** ***Vice President
Hi! This is one communication, it's the verbal lies that aren't on paper. This shows delivery no later than 2/7. Verbal was "closer to 2nd than 7th" !---------- Forwarded message ----------From: "[redacted]" <[redacted]>Date: Jan 19, 2015 12:42 PMSubject: Your [redacted] Van Lines eAcceptance DocumentTo: <[redacted]>Cc: Good Afternoon [redacted], Please find the revised documents to confirm the upcoming relocation of your household goods from [redacted] to [redacted] Please be sure to provide me with your new address as soon as possible. If you could, please sign in to your very own “Personal Online Move Planner” with your last name, Rifenburg, and your origin zip code, [redacted], and scroll down to follow the prompts to accept your household goods order. Please make sure you completeboth sections (if paying via credit card) – Credit Card Authorization and Estimate Forms. The E-Acceptance must be completed before we can provide any moving services. We would like to confirm that we have your move scheduled for: Packing & Loading: 1/28/15 – Please keep pack and load days free from any other appointments Delivery: In [redacted] 2/2/15 through 2/7/15 – You must be available to accept delivery between the dates noted ** The driver can give you an idea of his itinerary the day he loads your goods, but do not carve it in stone as things are constantly changing in our business. The driver will contact you 24 hours before delivery to confirm a day and a time. Please be sure to provide me all contact phone numbers for delivery. ** Please make sure all appliances and electronics are disconnected/serviced prior to your move. Your options for payment are cash, certified check, or money order that can be paid to the crew upon pick up or delivery of your goods. If you would like to pay via credit card, the credit card form is attached in the link for you to fill out and complete. If you choose to pay via credit card, the charge is authorized two days before loading to make sure the funds have cleared prior to delivery. Should you have any questions, please feel free to contact me via e-mail or my direct line is ###-###-####. Thank you again for choosing [redacted] Moving Systems, Inc. / [redacted] Van Lines and we look forward to a successful move.To review your documents, please click on the link below. From the eAcceptance page, you will also be able to accept the documents and book your move. If you have not booked your move using the link below prior to its expiration, please contact your sales representative.eAcceptance DocumentThank you,[redacted]Relocation Coordinator[redacted] Moving Systems, Inc.[redacted] / Agent #003[redacted] / Agent #28021845 Dale RoadCheektowaga, NY 14225[redacted]moving.comPhone ###-###-#### Ext. [redacted]Fax: ###-###-####
COOK BUFFALO Moving Systems, Inc.Agencies In Buffalo, Rochester, NYRevdex.com100 Bryant Woods SouthAmherst, New York 14228RE: Revdex.com Complaint Number [redacted]Customer: [redacted]Dear [redacted],We received complaint ID [redacted] on February 18,2015 from...
[redacted], regarding moving and storage services rendered to he and [redacted]. Please see my response to his complaint below.A cargo claim for damages to [redacted]'s belongings was sent to Cook on 5/26/14. [redacted], our internal claims settlement specialist in conjunction with [redacted], the General Manager of our Rochester agency reviewed the claim. Cook contracted [redacted] to perform an inspection of the claimed items. Upon completion of the inspection, we authorized [redacted]'s repair of 4 of the claimed items and offered cash settlement for 8 other items we were liable for.[redacted] was not satisfied with the settlement, at which point I became involved. Cook has an ongoing relationship with an independent cargo claims settlement expert [redacted] (** [redacted]). I hired [redacted] to conduct an independent review of their claim to ensure that we had done an accurate assessment of our liability. Upon completion of her review [redacted] found Cook's liability to be less than the settlement offer we had already presented. A letter detailing her findings was sent to [redacted] Afterward, I agreed to maintain our original offer, even though [redacted] found our liability to be less.Lastly, we notified [redacted] if he was still unhappy with his settlement his next course of action would be to seek arbitration through the [redacted] ([redacted]). The cost of which would be split between Cook and [redacted] I have never been through arbitration and am unfamiliar with the arbitration process. Unfortunately, our recommendation to use [redacted] for Arbitration was an inaccurate one. Our membership in [redacted] provides us with arbitration services on interstate moves only. This move occurred within NY State and as a result [redacted] services are unavailable to us. I sincerely apologize for providing [redacted] with this inaccurate information.At this juncture I have submitted the claim to our insurance carrier for final settlement. Sincerely,[redacted]
CookMoving Systems, Inc.AgenciesInBuffalo, Rochester. NYRevdex.com100 Bryant Woods SouthAmherst, New York 14228February 24. 2015RE: Revdex.com Complaint ID [redacted]Customer: [redacted]Dear [redacted],I received complaint ID [redacted] regarding service issues [redacted] had on her move...
from Rochester to Buffalo. Please extend my apology to [redacted], the service she received on her move was not up to the professional standard Cook Moving expects. I have spoken with [redacted] since the move occurred and have begun addressing her issues. The primary cause of the issues she faced was an inexperienced crew. Since then a formal meeting was conducted by our Quality Control Coordinator. [redacted]. to discuss this move and rectify the issues going forward. Primary topics discussed at this meeting included:1. Properly protecting the residence2. Properly protecting belongings3. Properly reviewing paperwork4. Tipping5. ProfessionalismI was very sorry to hear about the damage that was caused to her residence and her furniture as well. She is entitled to reimbursement for these damages and we have already begun the claims settlementprocess with her.If there are any further questions or concerns, please feel free to contact me directly.Sincerely[redacted]Vice PresidentCook Moving Systems
Revdex.com March 18, 2015100 Bryant Woods SouthAmherst. New York 14228RE: Revdex.com Complaint Number [redacted]Customer: [redacted]s & [redacted]Dear [redacted],We received complaint ID [redacted] on February 18. 2015 from Mr. [redacted]s, regarding moving and storage services rendered to he and [redacted]. Please see my response to his complaint below.A cargo claim for damages to [redacted]'s belongings was sent to Cook on 5/26/14. [redacted], our internal claims settlement specialist in conjunction with [redacted], the General Manager of our Rochester agency reviewed the claim. Cook contracted [redacted] to perform an inspection of the claimed items. Upon completion of the inspection, we authorized [redacted]'s repair of 4 of the claimed items and offered cash settlement for 8 other items we were liable for.[redacted] was not satisfied with the settlement, at which point I became involved. Cook has an ongoing relationship with an independent cargo claims settlement expert [redacted] (** [redacted]). I hired [redacted] to conduct an independent review of their claim to ensure that we had done an accurate assessment of our liability. Upon completion of her review [redacted] found Cook's liability to be less than the settlement offerwe had already presented. A letter detailing her findings was sent to [redacted] Afterward. I agreed to maintain our original offer, even though [redacted] found our liability to be less.Lastly, we notified [redacted] if he was still unhappy with his settlement his next course of action would be to seek arbitration through the [redacted]). The cost of which would be split between Cook and [redacted] I have never been through arbitration and am unfamiliar with the arbitration process. Unfortunately, our recommendation to use [redacted] for Arbitration was an inaccurate one. Our membership in [redacted] provides us with arbitration services on interstate moves only. This move occurred within NY State and as a result [redacted] services are unavailable to us. I sincerely apologize lor providing [redacted] with this inaccurate information.At this juncture I have submitted the claim to our insurance carrier for final settlement. Sincerely,[redacted]Chief Operating Officer