This is in response to [redacted] claim on the 46 bottles of wine. [redacted] storage was delivered on July 15th. He notified us on October 21st by email that 46 bottles of his wine was broken or the corks popped out. The claim was denied at first because he contacted Von Sydow's...
too late. He became very upset with the Von Sydow's claim department, and after further evaluation, Von Sydow's in good faith decided to acknowledge his claim. The insurance coverage he accepted at time of shipment was .30 cents per pound per article. As each bottle of wine weights approximately 1 pound, he was dispersed a check for $13.80 for the 46 bottles of broken wine. Von Sydow's claim department explained to him that they could not control the gases in a bottle of wine causing the corks to pop out of the bottles. This was an act of God. He was also missing a ladder, which was delivered the first week of November. Our question is if 46 bottles of wine were broken or the corks popped out, why was nothing else damaged?That's a lot of wine spill? There were approximately 15-20 emails that were exchanged back and forth to our claims department and some of [redacted] emails were very threatening to Von Sydow's Company, such as; if this claim issued was not resolved to his satisfaction in the next 5 business days; such as contacting our Account, contact his relocation company that handled the move and posting messages on his company-wide message board in an attempt to damage our reputation. Von Sydow's is a professional moving company, since 1888 and 5 generations moving families and companies everywhere...we care. It appears that [redacted] is claiming $200.00 with the intent to damage our reputation, I find this type of behavior to be very disturbing. Of course, Von Sydow's can't control what [redacted] does or doesn't do pertaining to our reputation, however, we have contacted our legal counsel to take action if this type of email behavior continues. Our claims department, today, 11/9/2015 emailed [redacted] and offered him $86.20 + $13.80 (already sent a check for this) for a Total of $100.00 in good faith to settle this claim. We feel this is a fair settlement and we have no further discussion pertaining to this claim.We're sorry for the inconvenience this may have caused and we hope that [redacted] agrees that this is a fair settlement. [redacted]Von Sydow's Moving and Storage,[redacted]
Initial Business Response /* (1000, 5, 2014/11/01) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@vonsydow.com
In response to Case No. XXXXXXXX we regret her displeasure on the claim settlement, however, she was reimbursed 100% for her claim for...
what she signed for reference her valuation.
We went above and beyond for her claim and had items repaired
that her valuation did not cover. We have no further comments,
this claim is closed.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there are still outstanding items that they have not covered in their claim, and the damage was caused by them LYING about where my furniture was stored.
It was stored outside and received severe and irreparable water damage.
This is not normal moving damage, it is gross negligence on behalf of this company.
They didn't go ABOVE and beyond, they sent a furniture repair guy out, and from what I understand in talking to him and other people I know in the relocation industry, that is pretty STANDARD PROCEDURE for REPUTABLE moving companies
Final Consumer Response /* (4200, 11, 2014/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company showed gross negligence and lied about where my items were storedthis has been confirmed by one of their employees.
Final Business Response /* (4000, 9, 2014/11/05) */
In response to shipper, we're happy the shipper recognizes we are a Reputable Moving Company as was stated in the correspondence that was submitted
by shipper in her second complaint letter to the Revdex.com. We have full-filled our commitment in finalizing the claim for the type of valuation the shipper choose, which is .30 cents per pound for each article and shipper is asking for more than she opted to pay for. The shipper was offered higher valuation, however, the shipper refused additional valuation and choose the lesser valuation. We went "above and beyond" for this shipper. The shipper has been writing negative comments on various internet sites about our Company and Employees in an attempt to slander our Company and Employees. We have contacted our attorney for further discussion to protect our Company and Employees, on the negative comments this shipper has been writing and saying. This claim is closed and we have no further comments.
This is in response to [redacted] claim on the 46 bottles of wine. [redacted] storage was delivered on July 15th. He notified us on October 21st by email that 46 bottles of his wine was broken or the corks popped out. The claim was denied at first because he contacted Von...
Sydow's too late. He became very upset with the Von Sydow's claim department, and after further evaluation, Von Sydow's in good faith decided to acknowledge his claim. The insurance coverage he accepted at time of shipment was .30 cents per pound per article. As each bottle of wine weights approximately 1 pound, he was dispersed a check for $13.80 for the 46 bottles of broken wine. Von Sydow's claim department explained to him that they could not control the gases in a bottle of wine causing the corks to pop out of the bottles. This was an act of God. He was also missing a ladder, which was delivered the first week of November. Our question is if 46 bottles of wine were broken or the corks popped out, why was nothing else damaged?
That's a lot of wine spill?
There were approximately 15-20 emails that were exchanged back and forth to our claims department and some of [redacted] emails were very threatening to Von Sydow's Company, such as; if this claim issued was not resolved to his satisfaction in the next 5 business days; such as contacting our Account, contact his relocation company that handled the move and posting messages on his company-wide message board in an attempt to damage our reputation. Von Sydow's is a professional moving company, since 1888 and 5 generations moving families and companies everywhere...we care. It appears that [redacted] is claiming $200.00 with the intent to damage our reputation, I find this type of behavior to be very disturbing. Of course, Von Sydow's can't control what [redacted] does or doesn't do pertaining to our reputation, however, we have contacted our legal counsel to take action if this type of email behavior continues.
Our claims department, today, 11/9/2015 emailed [redacted] and offered him $86.20 + $13.80 (already sent a check for this) for a Total of $100.00 in good faith to settle this claim. We feel this is a fair settlement and we have no further discussion pertaining to this claim.
We're sorry for the inconvenience this may have caused and we hope that [redacted] agrees that this is a fair settlement.
[redacted]
Von Sydow's Moving and Storage,
[redacted]
Initial Business Response /* (1000, 5, 2015/04/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
In response to Mr. [redacted]'s claim. On his estimate, which he signed and was fully aware there would be one hour travel time.
He has called...
our company continuously requesting to be charged 1/2 hour travel time. He was refunded $513.00 on his
move, plus he gave the movers $120.00 tip, we are not sure where Mr. [redacted] is going with this claim. However, [redacted]'s Moving and Storage, Inc. did every by the rules and regulations set forth by industry standards. We have no further comments pertaining to this claim.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The paperwork on the form was incorrect. I did not notice it at the time. They wrote down an earlier time than they actually showed up at my door. I got a refund because they drastically overestimated how much time it would take to do my move. Their own people told me I should have been charged a half hour of travel time.
Final Consumer Response /* (4200, 11, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The employees did discuss it with me and did put down the wrong start time on the invoice. I was overcharged for my move as they put incorrect information on the form.
Final Business Response /* (4000, 9, 2015/04/14) */
The employees who performed the services on Mr. [redacted]'s job, were interviewed and they denied discussing any travel time with Mr. [redacted]. We have no further comments pertaining to this case.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/02/06) */
Contact Name and Title: [redacted] - Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@vonsydow.com
In response to the Case #XXXXXXXX reference Mr. and Mrs. [redacted]. [redacted]'s moved the [redacted]'s on November 25 and 26, 2014. ...
A claim form was sent out on November 28, 2014. On December 19, 2014 in the morning, our furniture restorer arrived at the [redacted] residence, at which time to repair their sofa. The [redacted]'s were told in order to repair the curio cabinet, this would require special glass.
The [redacted]'s did purchase depreciated value insurance prior to their move. [redacted]'s has the option to either repair the items, if possible or to pay the depreciated value for the item. As the curio cabinet was purchased used in 2003 and it was year 2014 when the move took place. With depreciation 10% per year, would mean that they would receive zero dollars for the curio cabinet. Which this is what [redacted]'s did, however, Mr. [redacted] was not happy with the fact that they did not get any money back for either item, so as a good faith gesture, we sent a $10.00 check for the curio cabinet. [redacted]'s also paid the furniture restorer $150.00 to repair the sofa.
At one time Mr. [redacted] did request if we would come to the residence and take the curio cabinet to the curb, as it was taking up too much space in their garage, as he wanted to park his vehicle in his garage. I know this is not the answer the [redacted]'s want to hear, however, I feel, [redacted]'s went above and beyond the legal obligations in this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept [redacted]'s response. We have continued to try and work with [redacted] in hopes that some kind of reasonable compromise could be reached.
We have reached out to the Illinois Commerce Commission and obtained a copy of the Applicant's Handbook For Household Goods Moving Services Within Illinois. According to this guide:
"In addition to the mover's liability protection under the law for loss or damage to articles, the customer may wish to separately insure the goods.
Provided the mover is in full compliance with the requirements of the Illinois Insurance Code, including those pertaining to acting as an insurance agent, the mover may offer insurance to the customer if:
1) The customer agrees to the insurance, in writing, prior to the move.
2) The customer is given a copy of the insurance policy prior to the move.
3) The insurance policy must include the name, address and telephone number of the insurance company and/or the insurance company's agent, that the customer may use in the filing of a claim for loss and damaged goods.
4) The carrier is enrolled in a master inland marine insurance policy.
The mover must file and keep a copy of the customer's insurance policy as part of its records for the move.
An original copy of the insurance policy or certificate is to be filed with the issuing insurance company."
We did not receive a copy of the insurance policy. We are beginning to question if the insurance we paid for was ever purchased and would like to see policy evidence. We were unaware we were being provided a depreciation value policy. Our research has indicated that depreciation policies typically do not depreciate an item 10% until value is $0. Depreciation is typically reasonable and not excessive.
We have been unable to locate a replacement curio cabinet with curved glass for less than $500. I think our request for $140 is very reasonable.
Final Business Response /* (4000, 13, 2015/02/13) */
Von Sydow's has not further comments to add.
[redacted]
Final Consumer Response /* (4200, 15, 2015/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution was proposed. Business is unwilling to find a reasonable compromise.
Claim ID [redacted] - In response to the complaint from Eric [redacted] reference his damage on a night stand, claim for $500 and living room buffet for $200.
When Eric [redacted] was brought into storage, Mr. [redacted] paid $120.00 for $24,000 valuation. While in storage, he was offered to...
take $120.00 monthly fee for insurance and $120.00 fee for delivery out of storage. Mr. [redacted] refused thisadditional coverage and signed for .30 center per pound. Mr. [redacted] apparently did not read his contract where this is noted on the back of the bill of lading. The claim was settled at .30 cents per pound per article and he was sent via USMail
a check for $37.50 (One article 50 3#'s and the other article 75#'s). This claim is closed. Von Sydow's fulfilled their responsibility of settling this claim.
Von Sydow's does have an issue with Eric [redacted] on the statement he has made against our employee and the salesperson who represented Von Sydow's and Mr. [redacted] move. Demeaning, degrading and insulting a persons character, such as Eric [redacted]
did in a google review is unacceptable about our employee. Being a school teacher in District 211, where we pay taxes, is not settling well with Von Sydow's. Over the years we have donated many dollars in supporting students in scholarship funding.
By going on google and referencing our employee as being "Creepy as hell and thinking he was perhaps a little simple" is not the true representation of a school teacher that we would want our students to be in his class in District 211, Fremd High School.
As a business owner in Palatine and a parent and tax payer, we believe Mr. [redacted] has gone over the top over a $700 claim in asking for something that is not due him.
We are now questioning his ability as an English Teacher and how he treats the students in District 211. Demeaning a person is as much as saying "You're stupid" No one wants to be demeaned. We have turned this case over to our attorney
for review on how Eric [redacted] has made comments on various reviews on the internet about the way he has demeaned our employee and salesperson representing Von Sydow's. We have no further comments on this complaint.
Initial Business Response /* (1000, 5, 2014/08/29) */
Contact Name and Title: [redacted] & [redacted] Own
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@vonsydow.com
To: [redacted]
In response to Case # XXXXXXXX and reading through
the shippers complaints, we see many...
loopholes and speculations of which [redacted] is referring to which are untrue, which makes [redacted]'s questions the validity of her complaints and comments.
We would like to clarify there are two (2) [redacted]'s in the company, [redacted], Partner and [redacted], employee.
By [redacted] making an accusation that [redacted] is not an employee is incorrect.
[redacted] had a successful move, her credit cards were provided with a signed authorization to run the cost of the move. Our employees went above and beyond for this shipper.
[redacted] at time of estimate was offered full value insurance to cover her goods, however, she refused full value and opted to accept .30 cents per pound if any of her contents got damaged. She received a check in the amount of $341.70.
Making accusations about our employees, when they were doing their jobs and they are who they are, shows us that the balance of her complaints are not valid and and in evaluating the move and with our experience in the industry, she received a successful move and it appears she is looking for a free move. We're sorry, however, we have been in business since 1888 and we follow all rules and regulations governed by the moving industry and we are not allowed to provide free moves to shippers.
Again, [redacted] received a successful move and appeared to be very angry and frustrated by hanging up on our employee, [redacted], because [redacted] did not hear the answer she wanted to hear.
We follow the rules, we cannot provide [redacted] with a free move. We have no further comments.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only thing that they address is my mistaken identity of [redacted]. They don't address all the loss of my furniture or the many items they damaged. If they consider that a successful move then I am surprised they are still in business! As far as the insurance, no one explained to me that that meant they could lose & destroy all my furniture & have very little penalty or take any responsibility! Employees going above & beyond for me, really, in what way? If anything, they have done nothing to make this move smooth, in fact this was the worst service I have ever had! And whatever loopholes they are talking about I have no idea since they are the ones taking advantage of "loopholes" by paying me pennies for vast mishandling of my good furniture on their part! This would be far from a "free" move since the cost of replacing what they lost & fixing what they destroyed will be more than what they charged me!
Final Business Response /* (4000, 9, 2014/09/03) */
In talking with the salesperson, [redacted], he throughly explained the insurance offered, however, [redacted] opted to take .30 cents a pound and did not want to pay additional monies for full coverage.
By saying no one explained insurance to her is an absolutely untrue. If full coverage was not obtained we can't replace anything without full coverage insurance. In discussing further with the employees, they conveyed [redacted] was provided a successful move and they went above and beyond. We follow the rules of the moving industry and being that [redacted] signed for .30 cents a pound there is nothing further we can do. We apologize for the inconvenience this may have caused her, however, [redacted] is asking for a free move and this is something we are unable to provide her. The credit cards were signed authorizing the moving services.
[redacted]
Final Consumer Response /* (4200, 11, 2014/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again they are misrepresenting themselves & making light of their very bad service. The bottom-line is they lost my furniture & damaged other very good pieces of furniture. They also overcharged for hours they did not work, did not explain the insurance whatsoever & stopped up our toilet. They claim to have gone above & beyond & I ask, in what way? They haven't answered that question because they have done absolutely nothing to try & make this right. If anything they have only made the situation worse by suggesting I am trying to get a free move. If they had given all this customer service that they claim, I wouldn't be writing to the Revdex.com!! All they want to do is pay $340 & that doesn't even cover the piece they lost, let alone all the damage they did. The insurance unexplained is an easy way out of taking responsibility. I thought I was working with a reputable company since [redacted] is the mayor of Palatine. I was charged over $3000. so I expected to receive a good moving experience. Unfortunately they did not provide this.
This is in response to [redacted] claim on the 46 bottles of wine. [redacted] storage was delivered on July 15th. He notified us on October 21st by email that 46 bottles of his wine was broken or the corks popped out. The claim was denied at first because he contacted Von Sydow's...
too late. He became very upset with the Von Sydow's claim department, and after further evaluation, Von Sydow's in good faith decided to acknowledge his claim. The insurance coverage he accepted at time of shipment was .30 cents per pound per article. As each bottle of wine weights approximately 1 pound, he was dispersed a check for $13.80 for the 46 bottles of broken wine. Von Sydow's claim department explained to him that they could not control the gases in a bottle of wine causing the corks to pop out of the bottles. This was an act of God. He was also missing a ladder, which was delivered the first week of November. Our question is if 46 bottles of wine were broken or the corks popped out, why was nothing else damaged?That's a lot of wine spill? There were approximately 15-20 emails that were exchanged back and forth to our claims department and some of [redacted] emails were very threatening to Von Sydow's Company, such as; if this claim issued was not resolved to his satisfaction in the next 5 business days; such as contacting our Account, contact his relocation company that handled the move and posting messages on his company-wide message board in an attempt to damage our reputation. Von Sydow's is a professional moving company, since 1888 and 5 generations moving families and companies everywhere...we care. It appears that [redacted] is claiming $200.00 with the intent to damage our reputation, I find this type of behavior to be very disturbing. Of course, Von Sydow's can't control what [redacted] does or doesn't do pertaining to our reputation, however, we have contacted our legal counsel to take action if this type of email behavior continues. Our claims department, today, 11/9/2015 emailed [redacted] and offered him $86.20 + $13.80 (already sent a check for this) for a Total of $100.00 in good faith to settle this claim. We feel this is a fair settlement and we have no further discussion pertaining to this claim.We're sorry for the inconvenience this may have caused and we hope that [redacted] agrees that this is a fair settlement. [redacted]Von Sydow's Moving and Storage,[redacted]
Initial Business Response /* (1000, 5, 2014/11/01) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@vonsydow.com
In response to Case No. XXXXXXXX we regret her displeasure on the claim settlement, however, she was reimbursed 100% for her claim for...
what she signed for reference her valuation.
We went above and beyond for her claim and had items repaired
that her valuation did not cover. We have no further comments,
this claim is closed.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there are still outstanding items that they have not covered in their claim, and the damage was caused by them LYING about where my furniture was stored.
It was stored outside and received severe and irreparable water damage.
This is not normal moving damage, it is gross negligence on behalf of this company.
They didn't go ABOVE and beyond, they sent a furniture repair guy out, and from what I understand in talking to him and other people I know in the relocation industry, that is pretty STANDARD PROCEDURE for REPUTABLE moving companies
Final Consumer Response /* (4200, 11, 2014/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company showed gross negligence and lied about where my items were storedthis has been confirmed by one of their employees.
Final Business Response /* (4000, 9, 2014/11/05) */
In response to shipper, we're happy the shipper recognizes we are a Reputable Moving Company as was stated in the correspondence that was submitted
by shipper in her second complaint letter to the Revdex.com. We have full-filled our commitment in finalizing the claim for the type of valuation the shipper choose, which is .30 cents per pound for each article and shipper is asking for more than she opted to pay for. The shipper was offered higher valuation, however, the shipper refused additional valuation and choose the lesser valuation. We went "above and beyond" for this shipper. The shipper has been writing negative comments on various internet sites about our Company and Employees in an attempt to slander our Company and Employees. We have contacted our attorney for further discussion to protect our Company and Employees, on the negative comments this shipper has been writing and saying. This claim is closed and we have no further comments.
This is in response to [redacted] claim on the 46 bottles of wine. [redacted] storage was delivered on July 15th. He notified us on October 21st by email that 46 bottles of his wine was broken or the corks popped out. The claim was denied at first because he contacted Von...
Sydow's too late. He became very upset with the Von Sydow's claim department, and after further evaluation, Von Sydow's in good faith decided to acknowledge his claim. The insurance coverage he accepted at time of shipment was .30 cents per pound per article. As each bottle of wine weights approximately 1 pound, he was dispersed a check for $13.80 for the 46 bottles of broken wine. Von Sydow's claim department explained to him that they could not control the gases in a bottle of wine causing the corks to pop out of the bottles. This was an act of God. He was also missing a ladder, which was delivered the first week of November. Our question is if 46 bottles of wine were broken or the corks popped out, why was nothing else damaged?
That's a lot of wine spill?
There were approximately 15-20 emails that were exchanged back and forth to our claims department and some of [redacted] emails were very threatening to Von Sydow's Company, such as; if this claim issued was not resolved to his satisfaction in the next 5 business days; such as contacting our Account, contact his relocation company that handled the move and posting messages on his company-wide message board in an attempt to damage our reputation. Von Sydow's is a professional moving company, since 1888 and 5 generations moving families and companies everywhere...we care. It appears that [redacted] is claiming $200.00 with the intent to damage our reputation, I find this type of behavior to be very disturbing. Of course, Von Sydow's can't control what [redacted] does or doesn't do pertaining to our reputation, however, we have contacted our legal counsel to take action if this type of email behavior continues.
Our claims department, today, 11/9/2015 emailed [redacted] and offered him $86.20 + $13.80 (already sent a check for this) for a Total of $100.00 in good faith to settle this claim. We feel this is a fair settlement and we have no further discussion pertaining to this claim.
We're sorry for the inconvenience this may have caused and we hope that [redacted] agrees that this is a fair settlement.
[redacted]
Von Sydow's Moving and Storage,
[redacted]
Initial Business Response /* (1000, 5, 2015/04/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
In response to Mr. [redacted]'s claim. On his estimate, which he signed and was fully aware there would be one hour travel time.
He has called...
our company continuously requesting to be charged 1/2 hour travel time. He was refunded $513.00 on his
move, plus he gave the movers $120.00 tip, we are not sure where Mr. [redacted] is going with this claim. However, [redacted]'s Moving and Storage, Inc. did every by the rules and regulations set forth by industry standards. We have no further comments pertaining to this claim.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The paperwork on the form was incorrect. I did not notice it at the time. They wrote down an earlier time than they actually showed up at my door. I got a refund because they drastically overestimated how much time it would take to do my move. Their own people told me I should have been charged a half hour of travel time.
Final Consumer Response /* (4200, 11, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The employees did discuss it with me and did put down the wrong start time on the invoice. I was overcharged for my move as they put incorrect information on the form.
Final Business Response /* (4000, 9, 2015/04/14) */
The employees who performed the services on Mr. [redacted]'s job, were interviewed and they denied discussing any travel time with Mr. [redacted]. We have no further comments pertaining to this case.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/02/06) */
Contact Name and Title: [redacted] - Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@vonsydow.com
In response to the Case #XXXXXXXX reference Mr. and Mrs. [redacted]. [redacted]'s moved the [redacted]'s on November 25 and 26, 2014. ...
A claim form was sent out on November 28, 2014. On December 19, 2014 in the morning, our furniture restorer arrived at the [redacted] residence, at which time to repair their sofa. The [redacted]'s were told in order to repair the curio cabinet, this would require special glass.
The [redacted]'s did purchase depreciated value insurance prior to their move. [redacted]'s has the option to either repair the items, if possible or to pay the depreciated value for the item. As the curio cabinet was purchased used in 2003 and it was year 2014 when the move took place. With depreciation 10% per year, would mean that they would receive zero dollars for the curio cabinet. Which this is what [redacted]'s did, however, Mr. [redacted] was not happy with the fact that they did not get any money back for either item, so as a good faith gesture, we sent a $10.00 check for the curio cabinet. [redacted]'s also paid the furniture restorer $150.00 to repair the sofa.
At one time Mr. [redacted] did request if we would come to the residence and take the curio cabinet to the curb, as it was taking up too much space in their garage, as he wanted to park his vehicle in his garage. I know this is not the answer the [redacted]'s want to hear, however, I feel, [redacted]'s went above and beyond the legal obligations in this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept [redacted]'s response. We have continued to try and work with [redacted] in hopes that some kind of reasonable compromise could be reached.
We have reached out to the Illinois Commerce Commission and obtained a copy of the Applicant's Handbook For Household Goods Moving Services Within Illinois. According to this guide:
"In addition to the mover's liability protection under the law for loss or damage to articles, the customer may wish to separately insure the goods.
Provided the mover is in full compliance with the requirements of the Illinois Insurance Code, including those pertaining to acting as an insurance agent, the mover may offer insurance to the customer if:
1) The customer agrees to the insurance, in writing, prior to the move.
2) The customer is given a copy of the insurance policy prior to the move.
3) The insurance policy must include the name, address and telephone number of the insurance company and/or the insurance company's agent, that the customer may use in the filing of a claim for loss and damaged goods.
4) The carrier is enrolled in a master inland marine insurance policy.
The mover must file and keep a copy of the customer's insurance policy as part of its records for the move.
An original copy of the insurance policy or certificate is to be filed with the issuing insurance company."
We did not receive a copy of the insurance policy. We are beginning to question if the insurance we paid for was ever purchased and would like to see policy evidence. We were unaware we were being provided a depreciation value policy. Our research has indicated that depreciation policies typically do not depreciate an item 10% until value is $0. Depreciation is typically reasonable and not excessive.
We have been unable to locate a replacement curio cabinet with curved glass for less than $500. I think our request for $140 is very reasonable.
Final Business Response /* (4000, 13, 2015/02/13) */
Von Sydow's has not further comments to add.
[redacted]
Final Consumer Response /* (4200, 15, 2015/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution was proposed. Business is unwilling to find a reasonable compromise.
Claim ID [redacted] - In response to the complaint from Eric [redacted] reference his damage on a night stand, claim for $500 and living room buffet for $200.
When Eric [redacted] was brought into storage, Mr. [redacted] paid $120.00 for $24,000 valuation. While in storage, he was offered to...
take $120.00 monthly fee for insurance and $120.00 fee for delivery out of storage. Mr. [redacted] refused thisadditional coverage and signed for .30 center per pound. Mr. [redacted] apparently did not read his contract where this is noted on the back of the bill of lading. The claim was settled at .30 cents per pound per article and he was sent via USMail
a check for $37.50 (One article 50 3#'s and the other article 75#'s). This claim is closed. Von Sydow's fulfilled their responsibility of settling this claim.
Von Sydow's does have an issue with Eric [redacted] on the statement he has made against our employee and the salesperson who represented Von Sydow's and Mr. [redacted] move. Demeaning, degrading and insulting a persons character, such as Eric [redacted]
did in a google review is unacceptable about our employee. Being a school teacher in District 211, where we pay taxes, is not settling well with Von Sydow's. Over the years we have donated many dollars in supporting students in scholarship funding.
By going on google and referencing our employee as being "Creepy as hell and thinking he was perhaps a little simple" is not the true representation of a school teacher that we would want our students to be in his class in District 211, Fremd High School.
As a business owner in Palatine and a parent and tax payer, we believe Mr. [redacted] has gone over the top over a $700 claim in asking for something that is not due him.
We are now questioning his ability as an English Teacher and how he treats the students in District 211. Demeaning a person is as much as saying "You're stupid" No one wants to be demeaned. We have turned this case over to our attorney
for review on how Eric [redacted] has made comments on various reviews on the internet about the way he has demeaned our employee and salesperson representing Von Sydow's. We have no further comments on this complaint.
Initial Business Response /* (1000, 5, 2014/08/29) */
Contact Name and Title: [redacted] & [redacted] Own
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@vonsydow.com
To: [redacted]
In response to Case # XXXXXXXX and reading through
the shippers complaints, we see many...
loopholes and speculations of which [redacted] is referring to which are untrue, which makes [redacted]'s questions the validity of her complaints and comments.
We would like to clarify there are two (2) [redacted]'s in the company, [redacted], Partner and [redacted], employee.
By [redacted] making an accusation that [redacted] is not an employee is incorrect.
[redacted] had a successful move, her credit cards were provided with a signed authorization to run the cost of the move. Our employees went above and beyond for this shipper.
[redacted] at time of estimate was offered full value insurance to cover her goods, however, she refused full value and opted to accept .30 cents per pound if any of her contents got damaged. She received a check in the amount of $341.70.
Making accusations about our employees, when they were doing their jobs and they are who they are, shows us that the balance of her complaints are not valid and and in evaluating the move and with our experience in the industry, she received a successful move and it appears she is looking for a free move. We're sorry, however, we have been in business since 1888 and we follow all rules and regulations governed by the moving industry and we are not allowed to provide free moves to shippers.
Again, [redacted] received a successful move and appeared to be very angry and frustrated by hanging up on our employee, [redacted], because [redacted] did not hear the answer she wanted to hear.
We follow the rules, we cannot provide [redacted] with a free move. We have no further comments.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only thing that they address is my mistaken identity of [redacted]. They don't address all the loss of my furniture or the many items they damaged. If they consider that a successful move then I am surprised they are still in business! As far as the insurance, no one explained to me that that meant they could lose & destroy all my furniture & have very little penalty or take any responsibility! Employees going above & beyond for me, really, in what way? If anything, they have done nothing to make this move smooth, in fact this was the worst service I have ever had! And whatever loopholes they are talking about I have no idea since they are the ones taking advantage of "loopholes" by paying me pennies for vast mishandling of my good furniture on their part! This would be far from a "free" move since the cost of replacing what they lost & fixing what they destroyed will be more than what they charged me!
Final Business Response /* (4000, 9, 2014/09/03) */
In talking with the salesperson, [redacted], he throughly explained the insurance offered, however, [redacted] opted to take .30 cents a pound and did not want to pay additional monies for full coverage.
By saying no one explained insurance to her is an absolutely untrue. If full coverage was not obtained we can't replace anything without full coverage insurance. In discussing further with the employees, they conveyed [redacted] was provided a successful move and they went above and beyond. We follow the rules of the moving industry and being that [redacted] signed for .30 cents a pound there is nothing further we can do. We apologize for the inconvenience this may have caused her, however, [redacted] is asking for a free move and this is something we are unable to provide her. The credit cards were signed authorizing the moving services.
[redacted]
Final Consumer Response /* (4200, 11, 2014/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again they are misrepresenting themselves & making light of their very bad service. The bottom-line is they lost my furniture & damaged other very good pieces of furniture. They also overcharged for hours they did not work, did not explain the insurance whatsoever & stopped up our toilet. They claim to have gone above & beyond & I ask, in what way? They haven't answered that question because they have done absolutely nothing to try & make this right. If anything they have only made the situation worse by suggesting I am trying to get a free move. If they had given all this customer service that they claim, I wouldn't be writing to the Revdex.com!! All they want to do is pay $340 & that doesn't even cover the piece they lost, let alone all the damage they did. The insurance unexplained is an easy way out of taking responsibility. I thought I was working with a reputable company since [redacted] is the mayor of Palatine. I was charged over $3000. so I expected to receive a good moving experience. Unfortunately they did not provide this.