Western Express Forwarding, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Regards, [redacted] Good morning ** [redacted] , There is NO way that I am responsible for the exceling time, the moving company stop the truck, I had too stop and WAIT on themOne of the guys had gotten off the truck to go into the back where my things were for a couple of minutesI was pressed for time, they already made me late for the 10- elevator time slotThey had called me for directions? and was late arriving My start time with the elevator was 8-My things were all packed and ready to goelevator was secured for my used onlyand ONLY steps away from my apartmentand the new apartment EVEN closer (proximity) to the elevatorOne of the biggest problems was that the younger guy with the long hair, wasn't working, standing around walking in and out of my apartment carrying NOTHING! I had to keep telling to move some boxes, and even the other guy whom was doing MUCH of the work HAD TO ALSO TELL HIM TOO WORKHe had the nerve to get a attitude with me about handling my things I called and complainted on him I through he was related to the bossThere was Nothing professional about the menThe one in charge was clearly drinking I could see it and smell itHe stayed down stairs loadingThe moving company did damaged my bed rail, torn my box spring and damaged one of my speakersAt no time did I ever called the company and threaten them about stealing anything! never happened [redacted] is a LIER!! All my calls were about my bedframe And [redacted] doesn't EVEN know me to be making accusations about my characterHe would make up and say anything to keep my $and reframed from paying for there damages his crew didThat was some sloppy work Also when I told [redacted] about the damages he told me that the company DON'T WORK ON WEEK ENDS, and that he was doing me a favorAgain I am not responsible for the over laps time, men, 4housI need to fax you the estimate I was sentthe one sent to you have some changes Please provide me with your fax number Thank you, [redacted]

To whom it may concern, This was a military shipment hauled by Western Express under contract with the governmentThere is a process on the [redacted] website to file claims and handle any disputesAs far as I know we are not authorized to handle any compensation outside of this programWe can get into trouble for doing soThank You , Danny H [redacted] Commercial Business Development Western Express [redacted] District Heights, Maryland [redacted] ###-###-#### Mobile ###-###-#### Desk [redacted] @western-express.com www.western-express.com

To whom it may concern, This was being handled through our claims service and a claim offer for the items was made to the customer which was rejectedThe offer was subsequently being sent to the Military Claims Office at the request of the customerWe haven't heard anything in response from the member or the MCO's officeWe can only do what we are told by them at this pointWe did in fact compensate for the obvious damages done to the floor by our staffAgain this is a process by which we are to follow the rules set in place by the military

This is a military shipment and there are protocols to filing complaints or grievances through the proper military channelsWe did receive a call from the transportation office pertaining to this moveWe did everything we could to address this issue and correct the problems with the baseWe apologize for the delay in this matter replying with the Revdex.com it was a mere oversightPlease let us know if any further action is required on this shipment

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I am still waiting on the business to respondAfter speaking with Dan on 8/15/2017, an employee, Jean, called on 8/25/to say that she understood there was a mwith the crib ( [redacted] ) and that the company was working on it, but I haven't heard anything else Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: *** I am rejecting this response because: I can only base my decisions off of my personal interactions with the companyIt is great that you have such a great record after being in business for so longThat doesn't change the fact that I gave you over months to respond to multiple attempts of contact via E-mail and phoneI even stated in my first E-mail with you that I would be willing to allow you to send someone to do the repairs, hire a 3rd party to do the repairs, or as a 3rd option I could hire someone and you could reimburse meThe issue is that I was unable to get a hold of you until after months of trying and after I was forced to go with option due to the fact that I had tenants scheduled to move in and their move in date was fast approachingI was happy to finally get in touch with you but it was only after I had signed an agreement and scheduled the repairs with the other companyThe repair company I hired finished only days before the tenants arrived (cutting it very close)In other words, I held out and waited for a response from you all the way up to the very last minute that I could possibly do soI don't see how granting months for you to respond and do things the way you would have liked, is in anyway me trying to take advantage of you and your companyYour employees didn't conduct a final walk through with my tenant, as they were contracted to doIf I was really trying to take advantage of you, I would go over the entire house with a fine tooth comb and try to pin every ding, dent, and scratch on every surface on you and your companyI did not do that and am not planning to do thatI only had the repairs done on the areas that were, without a doubt, damaged by your moving crewI could also try to nail you with interest charges on the $that is currently mounting on my credit card @ almost 11%I could also try to get you for pain & suffering due to the loss of sleep, time spent trying to get in contact with you, time spent dealing with you and your unwillingness to compensate me for the damages that your company caused to my propertyI am not asking for any of thatIt is insulting that you would attempt to place such allegations on me especially after all that you have put me through up to this pointAll I am asking for is reimbursement of the $that is the exact cost of the repairsI have attached supporting documentation including the E-mails (with most of the pictures of the damages), contract paperwork between my tenant (Alexander Corbin) and your company (sub-let, partners, sub-contractors, or whatever agreement you may have with these other companies that are listed in the contracts), and (if this site will let me attach a 5th document) the quote for all of the repairs from *** *** ***The quote from *** *** has details explaining the reason for the need to replace items where they could not be repairedRespectfully, *** ***

To whom it may concern, We went to the residence and offered to perform the work for the repairsWe had a contractor meet us with the Landlords real estate agent to go over the necessary scope of workOur contractor informed us it would be approximately 1200.00-1500.00$ worth of
repairsAfter doing so the landlord backed out claiming we owed him over $We feel this was gross overage and our guy said we could basically remodel the entire basement for that amountWe were willing to settle on our proposed figures but after our show of good faith he refused to allow us to perform the repairs

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
If you all can not handle any compensation how did you all compensate me for the damage to the floors? The check screenshot is attatched to this emailYou all are responsible for how my items were poorly packaged and brokenIt's unfair that a company has theifs working for them and could careless about the clients property being stolen?
Regards,
*** ***

We have been in contact with the *** family and are working to find an amicable resolutionAdrienne is working in conjunction with Oscar and Jean looking through the file and gathering information from our crews that were involvedWe at Western Express do take these matters seriously and wish to reach a resolution as quickly as possibleI know there was a discrepancy with final payment not being made which I think our team is working to resolve alsoTypically we don't resolve any claims without the billing complete or payments due being satisfiedOur team can always be reached for updates at the following numbers and emails. Jean W*** ###-###-#### ***@western-express.comAdrienne R*** ###-###-#### ***@western-express.comOscar B*** ###-###-#### ***@western-express.comDanny H*** ###-###-#### ***@western-express.com

*** ** ***
10:AM (minutes ago)
tome
We will issue a check in the amount of $and send it to the last known address we have on file for this customer
*** ** ***
Sales & Marketing Associate
*** *** ***
*** ***, Maryland USA
###-###-#### Ext
###-###-#### Direct Dial
###-###-#### Fax
###-###-#### Mobile
www.western-express.com

Handwritten response

We are working to resolve this issue I will have a response this weekI would like to speak with our staff and make the necessary reparationsI apologize for the delay and the aggravation you have experienced I can be reached directly @ ###-###-#### Danny H***

We are looking into the complaint I have emailed the sales dept about the total due verses the amount initially quoted, I am also looking into the delivery documents and trying to find out the overall details concerning this move and we will follow up with this by mid next week

From: Adrienne R***Date: Fri, Dec 1, at 4:PMSubject: Following up - Western ExpressTo: "***" Hi Ms***, I'm sorry I haven't had a chance to connect with you today. I did try to reach
you via phone earlier. I want to address the situation regarding Ms***, and while I was hoping to talk to you by phone, I want to, at least, let you know that Ms*** opted not to purchase insurance for her move. We have recognized that she had some damage, and offered to reimburse her the industry standard of cents per pound, per article. It's my understanding that she refused this reimbursement, but accepted $to have an oil painting repaired. She also agreed to have our handyman make some minimal repairs. I'm happy to talk to you anytime about what else we can do to close this case. I can understand Ms***'s disappointment, but we have tried to work with her to resolve her concerns since August. Please feel free to call me anytime, or I will follow up with you again on Monday. Many thanks,Adrienne R*** -- Adrienne R***

[To assist us in
bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Western Express had Oscar B., an estimator, call me on August 31stHe has no settlement authorityJean W***, who has been sent all email from me since July and has not responded, then sent me an apology emailNo contact from anyone since then
Regards,
*** ***

We have been in business since we have had maybe to complaints about service or not following throughWe are honest business people and don't appreciate our integrity being questioned or people trying to take advantage of our kindness or attempts to correct mistakes madeWe have a reputation to uphold and that is our position

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I have never heard of nor dealt with Ms. R[redacted] prior to this response and the third party information that she has collected is inaccurate. 1) "Ms. [redacted] opted not to purchase insurance for her move." -I spoke with James on 7/25/17 and requested movers to come out the next day to pack, inventory, and take pictures of damage caused by the plumbing leak that had created the need for my urgent move. After he confirmed with another party at Western Express that they could meet my needs, he provided me a quote scheduled for the movers to come out the next morning at 8:30 a.m. He did not offer valuation or additional insurance. A 3 man moving crew arrived on time the next morning and immediately began packing my items. It was not until after the move was underway that I was provided a contract and still there was no mention, nor offer of insurance. Also, the head mover, Dennis, had no knowledge of the requirement to inventory and photograph the water damaged items. He attempted to take pictures with his cell phone, which died before the end of the move and in spite of several requests, I was never provided the pictures or the inventory of damaged items. I will also mention, that the entire move with photographs and damage inventory was quoted at $1100 and. estimated to take 6 hours. The actual pick cost was $1920 and lasted 15 hours. I was charged for 8 hours of labor on the pick up and 4 hours of labor on the delivery; although the actual delivery only lasted 2 hours and I never received the agreed upon pictures and inventory.2) "We have recognized that she had some damage, and offered to reimburse her the industry standard of 60 cents per pound, per article. It's my understanding that she refused this reimbursement, but accepted $1133.72 to have an oil painting repaired." - On 8/5/17 when my items were delivered I immediately notified the lead mover, Kevin, that several items were damaged, destroyed, and missing. I asked him how to file a claim and he told me that someone from the office would call me. The morning of 8/7/17 I contacted the office and asked about filing a claim and was told that Dan Colbert would call me back.  He did not return my call but I did hear from Danny Harrellson who acknowledge that I had been through a "bad situation" and told me that he would be talking to the owner of the company to "buy me dinner or something". I informed Danny that my concern was my apartment full of damaged furniture and that I need to know how to file a claim.  He said, "let's get the rest of your things back to you first. That's my top priority." The last delivery of my items occurred on 8/11/17. Head mover, Gustavo showed up in a U-Haul truck with several boxes and furniture. I told him that in the first delivery I received many boxes filled with broken items and asked if he would like to unpack the boxes that he had just delivered.  He refused. I asked if he wanted to be present while I unpacked them; again he refused. He told me to take pictures and contact the office to file a claim. On 8/14/17 I spoke to Jean and asked her how to file a claim and she told me to send a list of the missing items to her and Oscar so they could look for the missing boxes before I file a claim. On 8/19/17, per the request of Jean, I sent a "Damage Claim Letter" with an initial list of items that were damaged or destroyed. I could not yet account for the items that were missing as Western Express claimed they were still searching for those items. After several attempts on 8/23/17 I finally connected with Oscar. He informed me that he did not know anything about claims because he was in Sales (this was the first time I learned that Western Express does not have a Claims Department or Representative). At this point the handyman Mike had already been out to my apartment to assess what he would be able to repair and informed me that he would not be able to fix the damage to the frames on my artwork. Mike told me to take them to a frame shop for estimates. I asked Oscar if they could address framing my artwork that was being held by the frame shop while I wait on him to provide me the additional information about how to file a claim for my destroyed and missing items.  Oscar told me that the plan of action would be that he would check on my missing items, he asked me to schedule an appointment with the handyman to make the repairs, and he would work on the list of my destroyed items that I had submitted on 8/17/17, starting with trying to find a cheaper framing option. At no point did anyone from Western Express offer to reimburse me the industry standard of 60 cents per pound, per article. 3) "She also agreed to have our handyman make some minimal repairs." - I agreed to let the handyman come and attempt repair on my furniture and I agreed that the items that could not be repaired would be listed as destroyed on the claim. Based on the assessment made by the Western Express handyman, the items that were not repairable were added to the claim as agreed. Mike came to my apartment and made the agreed upon repairs and those items are not listed on the final claim submitted 10/2/17.4) Ms. R[redacted] makes no mention of the items that remain missing - On 8/30/17 I called and spoke to Oscar about my missing items and the "cheap art frame" option.  He told me that they were unable to locate my missing items and instructed me to add them to the claim.  He said that Jean would be sending me an address for a frame shop to contact for a new quote. While Western Express did make repairs to some furniture items and (after extensive followup on my part) they sent a check to the frame shop for the frames that they destroyed, they have made no offer or attempt to resolve the outstanding claim which I was directed by them to submit. The remaining total of my loss as a result of the unresolved damages and lost or destroyed items is currently $5,117,02. 5) "I can understand Ms. [redacted]'s disappointment, but we have tried to work with her to resolve her concerns since August." - I have documentation of more than 85 calls and emails that I made to Western Express between 7/25/17 - 10/25-17. During that same 90 day period, they contacted me approximately 15 times. I disagree with Ms. R[redacted]' opinion that they have been working with me. In my 10/2/17 claim letter, I requested that they resolve the outstanding claim within 30 days and verified with Jean that they were in receipt of that letter. I again contacted them on 10/25/17 informing them of my next steps and requesting that they contact me with a date to attend alternative dispute resolution if they did not believe they would be able to resolve the outstanding claim. They did not contact me.I would like to request alternative dispute resolution to provide Ms. R[redacted] with a more accurate account of the details of my case and to provide her and her company an opportunity to properly resolve the outstanding items related to my claim.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:Regards,[redacted] Good morning **. [redacted], There is NO way that I am responsible for the exceling time, the moving company stop the truck, I had too stop and WAIT on them. One of the guys had gotten off the truck to go into the back where my things were for a couple of minutes. I was pressed for time, they already made me late for the 10- 12 elevator time slot. They had called me for directions? and was late arriving.  My start time with the elevator was 8-10. My things were all packed and ready to go. elevator was secured for my used only. and ONLY steps away from my apartment. and the new apartment EVEN closer (proximity) to the elevator. One of the biggest problems was that the younger guy with the long hair, wasn't working, standing around walking in  and out of my apartment carrying NOTHING! I had to keep telling to move some boxes, and even the other guy whom was doing MUCH of the work HAD TO ALSO TELL HIM TOO WORK. He had the nerve to get a attitude with me about  handling my things.  I called and complainted on him . I through he was related to the boss. There was Nothing professional about the 2 men. The one in charge was clearly drinking I could see it and smell it. He stayed down stairs loading. The moving company did damaged my bed rail, torn my box spring and damaged one of my speakers. At no time did I ever called the company and threaten them about stealing anything! never happened. [redacted] is a LIER!! All my calls were about my bedframe.   And [redacted] doesn't EVEN know me to be making false accusations about my character. He would make up and say anything to keep my $60.00 and reframed from paying for there damages his crew did. That was some sloppy work.  Also when I told [redacted] about the damages he told me that the company DON'T WORK ON WEEK ENDS,  and that he was doing me a favor. Again I am not responsible for the over laps time, 3 men, 4hous. I need to fax you the estimate I was sent. the one sent to you have some changes.  Please provide me with your fax number.
 Thank you,
[redacted]

[To assist us in...

bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I am still waiting on the business to respond. After speaking with Dan on 8/15/2017, an employee, Jean, called on 8/25/2017 to say that she understood there was a mix-up with the crib ([redacted]) and that the company was working on it, but I haven't heard anything else. 
Regards,
[redacted]

To whom it may concern,
               This was a military shipment hauled by Western Express under contract with the government. There is a process on the [redacted] website to file claims and handle any disputes. As far as I know we are not...

authorized to handle any compensation outside of this program. We can get into trouble for doing so.
Thank
You ,
     
Danny H[redacted]
Commercial Business
Development     
Western
Express                         
[redacted]
District Heights, Maryland [redacted]
###-###-#### Mobile
###-###-#### Desk
[redacted]@western-express.com
www.western-express.com