Dear ***, I a* writing to you on behalf of Planes Moving & StorageWe are following up on consumer complaint #***Per your request, we have attached a copy of the $check that was cashed by Dr*** We have also included a work order summary, detailing the $of repairs we completed on seven separate items per his original claim I have attached the supporting documentation for your reference. In regards to Dr***’s additional concern about the broken table that appeared to have been glued, we have denied this clai* based on the professional opinion of the repairmanUpon inspection of the table, the repairman stated, “One leg is split and has been gluedThis was a local move and there is no way the driver could have glued the leg and the glue be dry by the time he got the furniture into the house For the leg to stay on while the glue was drying it would have to have been clamped together for an extended period of time PED (Pre-existing damage)Suggest Deny.” If you have any questions or need additional clarification, please let us know. Thank you. Dave David * M***Vice President of Business Innovation & Global Marketing | Planes Companies
The desired settlement listed by our customer in the Bureau complaint is for repair or reimbursement of damages occurring during the move process. Our customer had submitted a claim form that listed the items that they claim as damaged during the move process. A reimbursement check...
for damages to all claimed items that had sustained transit-related damages has been sent to our customer. The check was accompanied with a letter of explanation of reimbursement. This closes our file.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] ---Dear [redacted]:Just to follow up my complaint re: Services from Planes Moving.I a* not satisfied with the response from Mr. M[redacted].He has not responded to the issues I raised in my letter to Ms. G[redacted] A copy of the letter is again attached. I was sent a check of $60 to repair the dent in the wall caused by the movers. The dining table was not repaired satisfactorily. A photo is again attached. Repairs completed were minimal, requiring little time and effort. The table was broken by the movers, and concealed.Mr. M[redacted] has written a polite letter and I would like to make this offer to him. If he would come and look at this table and declare in good conscience that the condition was “pre-existent”, I will accept that and consider the matter amicably closed. I can also talk with hi* on the phone. I recognize that he is also trying to resolve this issue. It will also give hi* some insight for avoiding enormous unnecessary expenses for minor repairs.Please note that although I a* somewhat delayed in my response, Planes’ response to my original complaint was far more delayed. Thanks.[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
We submitted a timely claim for our broken belongings. Planes sent out a representative from a third party who they use to either replace or repair the claimed items. The gentleman came out from the third party company and indicated that there should be no problems. Planes sent us a check for what they deemed that was damaged in the move and did not cover everything that was damaged in the move. Planes claimed these things were not damaged by them because their movers they had sent to move us, over marked and falsely recorded things. We know this in fact based on numerous events. First off.....one of our 6 dining rooms chairs has a stain on it (which is a hand print). Only one of the chairs has a stain on it....one chair....yet the movers marked all 6 chairs stained. How can that be? Only one chair is stained but they marked all 6 chairs stained....odd...shady? Second, when the head member of the crew (Vic) came through our house before moving everything in, he mentioned to us he was going to mark down that the walls had some damage on them prior to our move it. We thought that was a great idea. Then later, when he wanted us to sign off on everything, he did indicate that the walls had some pre-existing damaged (which they did) but also he wrote on the form that all the carpeting in the house was heavily soiled, worn and stained. We called him out on that because the carpet was in fact brand new carpeting that was just laid a few weeks prior....shady and odd Why would he claim that if that was not the case....hmmmm? The fact that Planes moving and storage uses these kind of workers to move their customer's belongings is really sad because I am sure they themselves would not want this treatment of their own personal belongings. Plus, the fact that the customer service is awful and they stand behind this is extremely sad, shady and very poor business practices.
Regards,
[redacted]
Thank you for bringing the aforementioned customer complaint to our attention. Our Vice President of Claims is personally working with the customer to reconcile the issue regarding the damaged table and is currently in the process of determining a fair replacement value that is acceptable to Ms....
[redacted]. Once we are able to agree on a fair and reasonable replacement value for the table, we will provide that to the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Planes Companies has again not addressed the issues. There is no response to the scratches in the leg that the [redacted] person would have taken to his shop to repair had I sent that base with him. The response from Planes refers to an indentation - not a scratch down the leg. Photos were included to show the damage. The VP of claims stated in an email that the damage to entertainment center was not fresh damage. The 3/26/17 email referenced in response did not include contact information regarding arbitration. That email asked if M [redacted], former claims, had offered arbitration. There was not any other information included other than let Gayle [redacted] know and she would send information. That information was sent once - on 4/7/2017. The report by their "Inspector" is proprietary and I have not been allowed to see the notations made by that person. The concern of receiving someone else's belongings has never been addressed either, or whether or not a courtesy trace was really performed. As Planes has sent information regarding arbitration, I have now filed for arbitration.Thank you for your help.
[redacted], Mr. [redacted] has presented no new information for consideration. We have responded to the complaint regarding the table previously and have provided documentation to support our position. Without new information to consider our conclusion remains the same. Regards, Gayle Gayle W[redacted], Vice President - ClaimsPLANES COMPANIES9823 Cincinnati-Dayton RoadWest Chester, OH 45069gw[redacted]@planescompanies.com###-###-#### ext. 3749###-###-####fax: ###-###-#### Planes Companies, Agent for United Van Lines, with over 90 years of service excellence, is a nationally recognized leader in the relocation and transportation industry, offering comprehensive services including household, commercial and logistics, on local, national and international levels.
From: [redacted] <[redacted]>Date: Wed, Feb 24, 2016 at 3:13 PMSubject: Complaint ID [redacted]To: [email protected]: [redacted] Dear Ms. [redacted]:This is regarding my complaint against Planes Moving and Storage.The Complaint ID is [redacted].Their response is unsatisfactory and is rejected by me.In support of my position I a* forwarding you my original letter to the company which has all the details. It appears that the person who responded to my complaint did not review this information. Also attached is a photograph of the surface of my dinner table which was not properly fixed.The “kitchen table” with the broken leg is still available for inspection in the way it was left in the unfinished basement to avoid detection.Please let me know what else I may need to do.Thanks. [redacted]
They sent a company to fix our bed to the best of their ability last week. The bed was fixed by that team better than it was left by the movers after the move. We have had no contact with Gayle W[redacted], but Matt T[redacted] boss refunded the amount we paid for insurance on our move instead of paying for the individual items. This amount was $300. At this time we are satisfied and won't be pursuing anything else.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for bringing the customer complaint from Mr. [redacted] to our attention. In his complaint, Mr. [redacted] states that some items were broken and/or damaged during his move with us. We were first notified of damaged items during our follow up call with Mr. [redacted] on 11/27/17 at which time he...
informed us that he would be filing a claim for those items. We advise Mr. [redacted] that he would have 60 days to file his claim for his damaged items and that as part of the process, he should not repair, replace or dispose of any of those items. The reasoning why our claims policy states that items must not be repaired, replaced or disposed of before the claim is settled or denied is because the original damaged item(s) must be inspected in order to verify whether damage is transit related as well as look for indicators like the brand, materials, and any other identifiers to confirm replacement of like and kind quality. This information is given to our customers in their confirmation letter once they select us for their move and again in the instructions on the claim form. We understand that customers may not want to keep broken items due to safety reasons however, in instances where there is broken glass or other items that are potentially harmful, we advise our customers to carefully secure those items in a box or container and store in a place away from children and other family members, such as a garage, until an inspection has been completed. Mr. [redacted] is also claiming that a bed was damaged by the move crew. Our claims adjuster had the bed inspected where the repair technician declared in his report that the “bed was repaired and is very solid and structurally safe. We offered to arrange an additional inspection of the bed. Our offer was declined by Mr. [redacted]. There were also details of property damage included in Mr. [redacted]’s complaint. Mr. [redacted] had all of the property damage repaired himself after the inspection was completed and we settled the claim for those repairs based on the amount we assessed. We strive to provide our customers with the best service possible for every move, but know that sometimes accidents can happen. Without claimed items available for inspection, we are not able to accurately assess the damage and value of those items. We extend our sincerest apologies for any damage sustained during his move; however, beyond monies we have already paid to Mr. [redacted], we are unable to meet his desired settlement. Regards, Gayle Gayle W[redacted], Vice President - Claims PLANES COMPANIES/UNITED VAN LINES [redacted] [redacted]
[redacted]
###-###-#### ext. [redacted] ###-###-#### fax: ###-###-#### Planes Companies, Agent for United Van Lines, with over 90 years of service excellence, is a nationally recognized leader in the relocation and transportation industry, offering comprehensive services including household, commercial and logistics, on local, national and international levels. Tell us why here...
We are in receipt of our customer's rebuttal to our original response to the Bureau complaint. In the rebuttal, our customer presents no new information for us to review. The rebuttal is a restatement of the opinions previously presented by our customer for consideration. In the absence of any new information, our position remains.
[redacted], Hello and good afternoon. I hope you are well. In regards to the concern the Revdex.com received from [redacted] on 4/26/17, ID [redacted], here is the action Planes Moving and Storage has taken in an attempt to understand and resolve her concern: Planes Moving & Storage...
delivered Ms. [redacted]’s goods on 5/15/16. Our claims department received a claim from Ms. [redacted] on 1/10/17. Planes assigned an inspector to the case on 1/11/17 and conducted an inspection with the customer 1/12/17. Planes received the inspection report on 2/1/17. The report included details of a table that had indentations that the inspector concluded were subtle imperfections in the wood and not damage caused during transit. There was also an entertainment center in question that was located in the garage and had a crack on the inside of cabinet door. The inspector concluded that the damage identified was fresh damage and had happened after the delivery 8 ½ months prior. Missing Items that the customer claimed were also denied given that the customer waived her right to check-off the shipment at delivery. On 2/16/17 the customer was not satisfied with our findings and asked Planes to review the claim. On 2/23/17 the customer requested that we send her the delivery paperwork and we did. The customer also requested an explanation of “subtle imperfections.” On 3/23/17 the Vice President of Claims sent an e-mail response to the customer explaining why the items were denied and gave an explanation of the wood imperfections documented in the inspection report. The customer sent an additional email requesting a more detailed explanation of the denied items. On 3/26/17 our claims department followed up with an e-mail to the customer suggesting arbitration through American Moving & Storage Association (AMSA), provided their contact information and again explained our rationale for the denial to the claim. On 4/7/17 Planes received another e-mail from the customer requesting another explanation about the denied items. On 4/7/17 our claims department reiterated the arbitration process and explained to the customer that we could not move forward with her additional requests. Please let me know if you have any additional questions.Regards,David David [redacted]Senior Vice President of Strategy & Marketing | Planes Companies
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Our customer's Desired Settlement is that we forgive the balance due on her recent relocation. The amount due is $300.00. The strong negative energy that our customer displays in her Bureau complaint is rooted in her opinions of the level of service she received from our...
organization on her move day. To counter each of these critical opinions would serve no useful purpose toward resolution and closure of the Bureau's file. We choose to address the Desired Settlement with the facts not found in the complaint. Following a visual survey at her residence, Ms [redacted] signed a non-binding estimate and contracted Planes to handle her local move. The estimate, based on time at an hourly rate, was item specific. On the inventory form there were nineteen items that were not to be moved by our service team. On move day, we were instructed to move fifteen of these items plus more cartons and totes than were included in the original estimate for service.
In summary, the move we performed on the [redacted] move day was different that the move we saw on estimate day. We performed precisely as contracted. We request that this Bureau complaint be closed as our company acted fairly and responsibly.
We have reviewed Mr. [redacted]’s response and determined next steps towards actively working with him to resolve his claim. Our Director of Residential Sales has been in contact with Mr. [redacted] and confirmed that he is agreeable to have another inspector come out to perform an inspection on his bed. Our claims team will be reaching out to Mr. [redacted] to schedule a time for someone to come out at his convenience. When the inspection report comes back, we will reconvene to plan the correct course of action towards resolving Mr. [redacted]’s claim.
Dear ***, I a* writing to you on behalf of Planes Moving & StorageWe are following up on consumer complaint #***Per your request, we have attached a copy of the $check that was cashed by Dr*** We have also included a work order summary, detailing the $of repairs we completed on seven separate items per his original claim I have attached the supporting documentation for your reference. In regards to Dr***’s additional concern about the broken table that appeared to have been glued, we have denied this clai* based on the professional opinion of the repairmanUpon inspection of the table, the repairman stated, “One leg is split and has been gluedThis was a local move and there is no way the driver could have glued the leg and the glue be dry by the time he got the furniture into the house For the leg to stay on while the glue was drying it would have to have been clamped together for an extended period of time PED (Pre-existing damage)Suggest Deny.” If you have any questions or need additional clarification, please let us know. Thank you. Dave David * M***Vice President of Business Innovation & Global Marketing | Planes Companies
The desired settlement listed by our customer in the Bureau complaint is for repair or reimbursement of damages occurring during the move process. Our customer had submitted a claim form that listed the items that they claim as damaged during the move process. A reimbursement check...
for damages to all claimed items that had sustained transit-related damages has been sent to our customer. The check was accompanied with a letter of explanation of reimbursement. This closes our file.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] ---Dear [redacted]:Just to follow up my complaint re: Services from Planes Moving.I a* not satisfied with the response from Mr. M[redacted].He has not responded to the issues I raised in my letter to Ms. G[redacted] A copy of the letter is again attached. I was sent a check of $60 to repair the dent in the wall caused by the movers. The dining table was not repaired satisfactorily. A photo is again attached. Repairs completed were minimal, requiring little time and effort. The table was broken by the movers, and concealed.Mr. M[redacted] has written a polite letter and I would like to make this offer to him. If he would come and look at this table and declare in good conscience that the condition was “pre-existent”, I will accept that and consider the matter amicably closed. I can also talk with hi* on the phone. I recognize that he is also trying to resolve this issue. It will also give hi* some insight for avoiding enormous unnecessary expenses for minor repairs.Please note that although I a* somewhat delayed in my response, Planes’ response to my original complaint was far more delayed. Thanks.[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
We submitted a timely claim for our broken belongings. Planes sent out a representative from a third party who they use to either replace or repair the claimed items. The gentleman came out from the third party company and indicated that there should be no problems. Planes sent us a check for what they deemed that was damaged in the move and did not cover everything that was damaged in the move. Planes claimed these things were not damaged by them because their movers they had sent to move us, over marked and falsely recorded things. We know this in fact based on numerous events. First off.....one of our 6 dining rooms chairs has a stain on it (which is a hand print). Only one of the chairs has a stain on it....one chair....yet the movers marked all 6 chairs stained. How can that be? Only one chair is stained but they marked all 6 chairs stained....odd...shady? Second, when the head member of the crew (Vic) came through our house before moving everything in, he mentioned to us he was going to mark down that the walls had some damage on them prior to our move it. We thought that was a great idea. Then later, when he wanted us to sign off on everything, he did indicate that the walls had some pre-existing damaged (which they did) but also he wrote on the form that all the carpeting in the house was heavily soiled, worn and stained. We called him out on that because the carpet was in fact brand new carpeting that was just laid a few weeks prior....shady and odd Why would he claim that if that was not the case....hmmmm? The fact that Planes moving and storage uses these kind of workers to move their customer's belongings is really sad because I am sure they themselves would not want this treatment of their own personal belongings. Plus, the fact that the customer service is awful and they stand behind this is extremely sad, shady and very poor business practices.
Regards,
[redacted]
Thank you for bringing the aforementioned customer complaint to our attention. Our Vice President of Claims is personally working with the customer to reconcile the issue regarding the damaged table and is currently in the process of determining a fair replacement value that is acceptable to Ms....
[redacted]. Once we are able to agree on a fair and reasonable replacement value for the table, we will provide that to the customer.
Business has made an offer to settle this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Planes Companies has again not addressed the issues. There is no response to the scratches in the leg that the [redacted] person would have taken to his shop to repair had I sent that base with him. The response from Planes refers to an indentation - not a scratch down the leg. Photos were included to show the damage. The VP of claims stated in an email that the damage to entertainment center was not fresh damage. The 3/26/17 email referenced in response did not include contact information regarding arbitration. That email asked if M [redacted], former claims, had offered arbitration. There was not any other information included other than let Gayle [redacted] know and she would send information. That information was sent once - on 4/7/2017. The report by their "Inspector" is proprietary and I have not been allowed to see the notations made by that person. The concern of receiving someone else's belongings has never been addressed either, or whether or not a courtesy trace was really performed. As Planes has sent information regarding arbitration, I have now filed for arbitration.Thank you for your help.
[redacted], Mr. [redacted] has presented no new information for consideration. We have responded to the complaint regarding the table previously and have provided documentation to support our position. Without new information to consider our conclusion remains the same. Regards, Gayle Gayle W[redacted], Vice President - ClaimsPLANES COMPANIES9823 Cincinnati-Dayton RoadWest Chester, OH 45069gw[redacted]@planescompanies.com###-###-#### ext. 3749###-###-####fax: ###-###-#### Planes Companies, Agent for United Van Lines, with over 90 years of service excellence, is a nationally recognized leader in the relocation and transportation industry, offering comprehensive services including household, commercial and logistics, on local, national and international levels.
From: [redacted] <[redacted]>Date: Wed, Feb 24, 2016 at 3:13 PMSubject: Complaint ID [redacted]To: [email protected]: [redacted] Dear Ms. [redacted]:This is regarding my complaint against Planes Moving and Storage.The Complaint ID is [redacted].Their response is unsatisfactory and is rejected by me.In support of my position I a* forwarding you my original letter to the company which has all the details. It appears that the person who responded to my complaint did not review this information. Also attached is a photograph of the surface of my dinner table which was not properly fixed.The “kitchen table” with the broken leg is still available for inspection in the way it was left in the unfinished basement to avoid detection.Please let me know what else I may need to do.Thanks. [redacted]
They sent a company to fix our bed to the best of their ability last week. The bed was fixed by that team better than it was left by the movers after the move. We have had no contact with Gayle W[redacted], but Matt T[redacted] boss refunded the amount we paid for insurance on our move instead of paying for the individual items. This amount was $300. At this time we are satisfied and won't be pursuing anything else.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for bringing the customer complaint from Mr. [redacted] to our attention. In his complaint, Mr. [redacted] states that some items were broken and/or damaged during his move with us. We were first notified of damaged items during our follow up call with Mr. [redacted] on 11/27/17 at which time he...
informed us that he would be filing a claim for those items. We advise Mr. [redacted] that he would have 60 days to file his claim for his damaged items and that as part of the process, he should not repair, replace or dispose of any of those items. The reasoning why our claims policy states that items must not be repaired, replaced or disposed of before the claim is settled or denied is because the original damaged item(s) must be inspected in order to verify whether damage is transit related as well as look for indicators like the brand, materials, and any other identifiers to confirm replacement of like and kind quality. This information is given to our customers in their confirmation letter once they select us for their move and again in the instructions on the claim form. We understand that customers may not want to keep broken items due to safety reasons however, in instances where there is broken glass or other items that are potentially harmful, we advise our customers to carefully secure those items in a box or container and store in a place away from children and other family members, such as a garage, until an inspection has been completed. Mr. [redacted] is also claiming that a bed was damaged by the move crew. Our claims adjuster had the bed inspected where the repair technician declared in his report that the “bed was repaired and is very solid and structurally safe. We offered to arrange an additional inspection of the bed. Our offer was declined by Mr. [redacted]. There were also details of property damage included in Mr. [redacted]’s complaint. Mr. [redacted] had all of the property damage repaired himself after the inspection was completed and we settled the claim for those repairs based on the amount we assessed. We strive to provide our customers with the best service possible for every move, but know that sometimes accidents can happen. Without claimed items available for inspection, we are not able to accurately assess the damage and value of those items. We extend our sincerest apologies for any damage sustained during his move; however, beyond monies we have already paid to Mr. [redacted], we are unable to meet his desired settlement. Regards, Gayle Gayle W[redacted], Vice President - Claims PLANES COMPANIES/UNITED VAN LINES [redacted] [redacted]
[redacted]
###-###-#### ext. [redacted] ###-###-#### fax: ###-###-#### Planes Companies, Agent for United Van Lines, with over 90 years of service excellence, is a nationally recognized leader in the relocation and transportation industry, offering comprehensive services including household, commercial and logistics, on local, national and international levels. Tell us why here...
We are in receipt of our customer's rebuttal to our original response to the Bureau complaint. In the rebuttal, our customer presents no new information for us to review. The rebuttal is a restatement of the opinions previously presented by our customer for consideration. In the absence of any new information, our position remains.
[redacted], Hello and good afternoon. I hope you are well. In regards to the concern the Revdex.com received from [redacted] on 4/26/17, ID [redacted], here is the action Planes Moving and Storage has taken in an attempt to understand and resolve her concern: Planes Moving & Storage...
delivered Ms. [redacted]’s goods on 5/15/16. Our claims department received a claim from Ms. [redacted] on 1/10/17. Planes assigned an inspector to the case on 1/11/17 and conducted an inspection with the customer 1/12/17. Planes received the inspection report on 2/1/17. The report included details of a table that had indentations that the inspector concluded were subtle imperfections in the wood and not damage caused during transit. There was also an entertainment center in question that was located in the garage and had a crack on the inside of cabinet door. The inspector concluded that the damage identified was fresh damage and had happened after the delivery 8 ½ months prior. Missing Items that the customer claimed were also denied given that the customer waived her right to check-off the shipment at delivery. On 2/16/17 the customer was not satisfied with our findings and asked Planes to review the claim. On 2/23/17 the customer requested that we send her the delivery paperwork and we did. The customer also requested an explanation of “subtle imperfections.” On 3/23/17 the Vice President of Claims sent an e-mail response to the customer explaining why the items were denied and gave an explanation of the wood imperfections documented in the inspection report. The customer sent an additional email requesting a more detailed explanation of the denied items. On 3/26/17 our claims department followed up with an e-mail to the customer suggesting arbitration through American Moving & Storage Association (AMSA), provided their contact information and again explained our rationale for the denial to the claim. On 4/7/17 Planes received another e-mail from the customer requesting another explanation about the denied items. On 4/7/17 our claims department reiterated the arbitration process and explained to the customer that we could not move forward with her additional requests. Please let me know if you have any additional questions.Regards,David David [redacted]Senior Vice President of Strategy & Marketing | Planes Companies
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Our customer's Desired Settlement is that we forgive the balance due on her recent relocation. The amount due is $300.00. The strong negative energy that our customer displays in her Bureau complaint is rooted in her opinions of the level of service she received from our...
organization on her move day. To counter each of these critical opinions would serve no useful purpose toward resolution and closure of the Bureau's file. We choose to address the Desired Settlement with the facts not found in the complaint. Following a visual survey at her residence, Ms [redacted] signed a non-binding estimate and contracted Planes to handle her local move. The estimate, based on time at an hourly rate, was item specific. On the inventory form there were nineteen items that were not to be moved by our service team. On move day, we were instructed to move fifteen of these items plus more cartons and totes than were included in the original estimate for service.
In summary, the move we performed on the [redacted] move day was different that the move we saw on estimate day. We performed precisely as contracted. We request that this Bureau complaint be closed as our company acted fairly and responsibly.
We have reviewed Mr. [redacted]’s response and determined next steps towards actively working with him to resolve his claim. Our Director of Residential Sales has been in contact with Mr. [redacted] and confirmed that he is agreeable to have another inspector come out to perform an inspection on his bed. Our claims team will be reaching out to Mr. [redacted] to schedule a time for someone to come out at his convenience. When the inspection report comes back, we will reconvene to plan the correct course of action towards resolving Mr. [redacted]’s claim.