Vosco Moving

Complaint: [redacted] I am rejecting this response because: This company clearly has no intention of preserving their good name or reputation Please ask them to provide the email PRIOR to moving day notifying me that I had the option and declined the option to have high value items properly insured Please also ask them to provide proof that I "rejected" their preposterous settlement We can continue to dispute the events of the day, however, the owners' at VOSCO were not present With all due respect, what matters is my furniture was damaged They are responsible and liable A good reputable company would make right their responsibility I don't look for this company to be in business long with this level of customer service I want Vosco to submit payment to me in the amount of $5, I would like for the Revdex.com to publish my complaint so the consumer knows the practices of this company I have moved times and never had this situation Further, I'll continue to contact people who make posts on various websites with similar situations as mine, to see if they are interested in possible class action lawsuit I'll also contact all the newsworthy institutions to see if they are interested in my story There are multiple reports/complaints against this company on multiple sites of the same practice It's wrong Unfortunately, I didn't see these reviews prior to business because of the time restraint and a sick husband By the way, I'm happy to provide a doctors statement as to my husband's condition Regards, [redacted]

While Vosco understands the customer was going through stressful and difficult circumstances, Vosco stands by the responseThe customer was not under duress by Vosco or the crewPer the customer’s latest statement, she was “well aware of the “industry standard””, received multiple disclosures, and acknowledged multiple times the standard carrier’s liabilityThe customer was engaged and communicative during the move processWhile the customer has stated her husband was in a recliner the entire time, in a supine position, heavily sedated Vosco's understanding is the customer’s husband communicated with the crew, informed the crew at one point he was on a work call, instructed the crew where to place some items being unpacked and physically handed the crew the tips the customers chose to pay the crewThe customer signed that they performed a final walk throughThe customer was offered a settlement which she rejected

Initial Business Response /* (1000, 5, 2015/10/22) */
We are still working with *** to get this issue resolved; which I do believe will occur within the next week or soShe has been talking to our Operations Manager, *** ***, and we believe a resolution is being worked on as we speak
We will not be taking any of her belongings
We will be reimbursing her some money for damages
*** himself will be going to her home to paint the hand rails that were scratched and dinged
Once these are completed, we believe this issue will be resolved

Complaint: [redacted]
I am rejecting this response because:
VOSCO Moving in Austin is a company with unscrupulous business practice.  I stand behind my original complaint.  VOSCO has further denied statements and later contradicted their statement.  VOSCO stated that the furniture was wrapped and later stated that I was in and out of the condo and could have requested the furniture be wrapped.  VOSCO also states that my husband participated in the move when in fact, my husband was in a recliner the entire time, in a supine position, heavily sedated, awaiting surgery in two days.  VOSCO also brings up the fact that I mentioned now nice and professional their crew was.  I did make that statement and at the time it was the right thing to do.  The context of that conversation was, "the crew was very nice and professional, however, I have damages to my furniture.  They were given a generous tip because it was the right thing to do.  VOSCO states there was a walkthrough at the end of move.  This is FALSE.  I knew I had 30 days to make a claim and as soon as the damage was noticed, it was reported.  I am well aware of the "industry standard" but for VOSCO to assume that would be acceptable on $5,000 worth of damages isn't a reputable company. They have showed no remorse or consideration for their liability.  Their offer was $330.00 for the damages. My condo The Ashton referred me to VOSCO.  It is my hope that they along with other properties in the downtown area not refer to VOSCO Moving.                
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:VOSCO Moving in Austin is a company with unscrupulous business practice.  I stand behind my original complaint.  VOSCO has further denied statements and later contradicted their statement.  VOSCO stated that the furniture was wrapped and later stated that I was in and out of the condo and could have requested the furniture be wrapped.  VOSCO also states that my husband participated in the move when in fact, my husband was in a recliner the entire time, in a supine position, heavily sedated, awaiting surgery in two days.  VOSCO also brings up the fact that I mentioned now nice and professional their crew was.  I did make that statement and at the time it was the right thing to do.  The context of that conversation was, "the crew was very nice and professional, however, I have damages to my furniture.  They were given a generous tip because it was the right thing to do.  VOSCO states there was a walkthrough at the end of move.  This is FALSE.  I knew I had 30 days to make a claim and as soon as the damage was noticed, it was reported.  I am well aware of the "industry standard" but for VOSCO to assume that would be acceptable on $5,000 worth of damages isn't a reputable company. They have showed no remorse or consideration for their liability.  Their offer was $330.00 for the damages. My condo The Ashton referred me to VOSCO.  It is my hope that they along with other properties in the downtown area not refer to VOSCO Moving.                
Regards,
[redacted]

Vosco Moving
Re: Response to complaint #[redacted]
The Customer engaged Vosco’s services to provide a full service move including partial packing, transport within the same building, unpacking and removal of packing supplies. The service was provided on 1/26/16, by a crew with a minimum...

of 6 years’ experience each.Timeline:
1/20/16: Vosco sent, via email, a Move Confirmation including two (2) attachments to the Customer. The Move Confirmation contained basic information about the reservation. Attachments included a standard disclosure brochure and a moving tips and consumer advisement. Both attachments included language describing the standard or basic Carrier’s Liability of $0.60 per pound.
1/26/16: Services Provided. Customer was presented with and signed the following forms:
·         Binding Proposal and Moving Services Contract
·         Release of Liability
·         Move Exceptions Form (includes a Final Walk Through and Damages Section completed with the customer after the move)
·         Invoice
·         Debit and Credit Card Authorization Form
1/27/16: Spoke with Customer. Customer verbally complimented crew’s professionalism, friendliness, and services provided. Customer stated they may have identified damage to a fabric headboard. Informed Customer we were appreciative of the kind comments regarding the crew, apologized for any concerns regarding damages and explained the claims process.
1/28/16: Emailed the Customer the claim form and instructions.
2/4/16: Received the claim form. The claim form included an additional damage item of a chip to a dresser top.
2/5/16: Received email from Customer asking if we received claim form.
2/8/16:
·         Emailed Customer we were in receipt of claim form. Stated we were in the process of evaluating the claim and documents from the move. Explained mandated time requirements of the Carrier having 20 days to acknowledge claim and 90 days to pay, deny, or make settlement offer. Vosco re-iterated the TX DMV’s basic Carrier’s liability.
·         Received response from Customer stating she spoke with the building management or sales staff as they were the ones who referred the company. Stated in her email “making good your damages in order to save integrity at the [Building].” Stated she “owned a family moving business”, “was not able to be in old apartment during the move” “basic protective measures were not being used”.
2/19/16: Received email from Customer regarding status
2/23/16:
·         Emailed Customer response. Status: still reviewing
·         Received response from Customer of notifying building and disputing transaction with credit card company
·         Responded to Customer that we were still going through the review process. Reminded Customer of agreement to pay for services rendered at time of services and that claim process was separate from delivery.
2/29/16: Emailed Customer to check in, still reviewing
3/4/16:
·         Emailed Customer review of claim was complete, included settlement offer and copies of signed documents. Although Vosco did not determine fault for the claim a settlement was offered.
·         Received response from Customer stating it was unacceptable.
·         Customer posted on 3rd party review site essentially claiming company was uninsured which is a false, misleading, and defamatory statement.
3/9/16: Customer filed Revdex.com complaint, Company has prepared this response.
From receipt of claim to settlement letter- 30 calendar days, 21 business days.
Additional Comments:
The Customer and her husband were on-site for the move. The Customer provided continual instruction and direction to the crew for the duration of the services. The Customer claims no protective measures were taken. The statements of the crew, the condition of all other items, the use of shrink wrap on the furniture (in the presence of the Customer and her husband), packing of the Customer’s kitchen, the unpacking and removal of the packing materials and shrink wrap indicates otherwise. The crew followed instructions of the Customer, including getting additional items (a rug) out of her personal vehicle and positioning it in the residence at her direction. The Customer went from the origin apartment to the new residence, up and down the resident elevator while the crew utilized the commercial elevator, with the crew throughout the move in order to direct where to position items and unpack items. Specifically, the headboard referenced in the claim was re-positioned multiple times by the crew at the Customer’s request--at no time during this process did she indicate or identify damages to the headboard. The Customer was asked for feedback multiple times, responded favorably, and engaged in a final walk through with the crew. During the final walk through the Customer verbally stated to the crew there were no damages and signed off on the Move Exceptions Form. At no time did the Customer complain about the forms, service, any damages, or being under duress. Again, the Customer and her husband were present and engaged in the process. The crew was praised for their friendliness and professionalism and received very generous cash tips from the Customer’s husband.
Vosco strongly denies any claim of fraud in obtaining the business or any claim of applying duress to the Customer to sign move documents. Specifically, to the Customer’s complaint:
1)      Vosco denies the business was obtained in a fraudulent/deceitful manner. The quote and details of the process were discussed verbally with the Customer. The Customer elected to engage the services of Vosco. The Customer was sent a confirmation of the move reservation as well as a pdf of the TX DMV brochure “Your Rights and Responsibilities When You Move in Texas” and a “Moving Tips and Consumer Advisement” document prior to the move. Both pdf attachments contain information about how to select a mover, standards carrier liability, and moving tips.
2)      The Customer claims Vosco is uninsured. This claim is not factual.
3)      The Customer claims to have been forced to agree to the move and the forms “under duress”. At no time was she under duress by the actions of the Crew or Company. As stated previously, the Customer and her husband were on-site, available, and participated throughout the move. The Customer certainly had the option and the right to not proceed with the move and make other arrangements.
4)      Customer claims the company did not meet any standard of preventative measures to ensure the care of her belongings. The crew packed and protected the customer’s kitchen items, shrink wrapped furniture, and took the preventative measures they deemed appropriate. Additionally, the crew unpacked and re-positioned items in the residence as directed by the Customer. As the Customer was on-site and engaged with the crew providing direction, throughout the duration of the move, she was able to request additional protection if she felt the care being taken was not adequate. She did not make this request.
5)      Forms listed on the back of the Binding Proposal and Moving Services Contract are noted as applicable.  1) Inventory was discussed verbally over the phone and the Customer did not request a written inventory. 2) High Value Disclosure- at no time prior to the move did the Customer state or declare High Value Items. As a regular course of business during the quote and reservation process customers are asked if there are any antiques, specialty items, or items of significant sentimental value. 3) Move Exceptions Form is a standard in-house form utilized on moves. A copy is sent to customers if requested. The Customer has received a signed copy of the form.
6)      The Customer claims over $5,000 worth of damages. The specific damages in question are two scratches to a fabric headboard and a chip to a dresser top. The claim of over $5,000 is brand new replacement costs for two pieces of furniture purchased in April of 2015.
In Conclusion:
Vosco categorically denies the Customer was a victim of fraud, the Company was uninsured, or the Customer was under duress. Vosco believes all terms of the contract, services, and regulatory requirements were fulfilled. Vosco offered a settlement, in compliance with requirements, while acknowledging no fault as fault could not be determined, in order to preserve goodwill and reputation.

Complaint: [redacted]
I am rejecting this response because: This company clearly has no intention of preserving their good name or reputation.  Please ask them to provide the email PRIOR to moving day notifying me that I had the option and declined the option to have high value items properly insured.  Please also ask them to provide proof that I "rejected" their preposterous settlement.  We can continue to dispute the events of the day, however, the owners' at VOSCO were not present.  With all due respect, what matters is my furniture was damaged.  They are responsible and liable.  A good reputable company would make right their responsibility.  I don't look for this company to be in business long with this level of customer service.  I want Vosco to submit payment to me in the amount of $5,000.  I would like for the Revdex.com to publish my complaint so the consumer knows the practices of this company.  I have moved 13 times and never had this situation.  Further, I'll continue to contact people who make posts on various websites with similar situations as mine, to see if they are interested in possible class action lawsuit.  I'll also contact all the newsworthy institutions to see if they are interested in my story.  There are multiple reports/complaints against this company on multiple sites of the same practice.  It's wrong.  Unfortunately, I didn't see these reviews prior to business because of the time restraint and a sick husband.  By the way, I'm happy to provide a doctors statement as to my husband's condition.                      
Regards,
[redacted]

While Vosco understands the customer was going through stressful and difficult circumstances, Vosco stands by the response.
The customer was not under duress by Vosco or the crew. Per the customer’s latest statement, she was “well aware of the “industry standard””, received multiple disclosures, and acknowledged multiple times the standard carrier’s liability. The customer was engaged and communicative during the move process. While the customer has stated her husband was in a recliner the entire time, in a supine position, heavily sedated Vosco's understanding is the customer’s husband communicated with the crew, informed the crew at one point he was on a work call, instructed the crew where to place some items being unpacked and physically handed the crew the tips the customers chose to pay the crew. The customer signed that they performed a final walk through. The customer was offered a settlement which she rejected.