Dear Revdex.com of Arizona -To the point, Mr [redacted] feels he is entitled to the full amount of the valuation (moving insurance) policy that he purchased regardless of the amount of restitution he is owed As per company policy and standard practice, we (Ace Relocation Systems, Inc.) hired an independent third-party repair company to survey the damage and provide an estimate The original estimate, including Mr***'s mattress, came to $1, We offered that amount plus an additional $1,goodwill for his inconvenience An important aspect of this case, as alluded to prior, is that Mr*** sent an email to our Claims Manager, [redacted] , stating: 'I know you have people to answer to and I am going to make a1time offer to get this off your books and out of your hair $10,Non-Negotiable and this thing goes away." (A copy of that email can be provided upon request.) It is of our opinion, as we see customers like this from time to time, that [redacted] is trying to gain a monetary windfall from us; purely at our expense As we are with each and every one of our customers who has a claim, we are happy to pay him the full amount that is due to him for repairs, or for replacement if repair is not an option.As a final facet of this case: Mr [redacted] has just yesterday (March 23, 2015) requested arbitration with [redacted] *** *** carries our interstate authority and this move falls under their purview since it crossed state lines The process typically takes 30-days and we cannot settle until the binding decision has been rendered.We will keep you - the Arizona Revdex.com - in the loop throughout the processPlease reply and let us know by what method you would prefer that communicationto take place.Thank you, [redacted] Marketing DirectorAce Relocation Systems
Regrettably there was a delay in moving forward with settling this claim. Due to the ocean transportation portion of this move, we needed to perform our due diligence to identify where the damages took place and this is what caused the long delay. We have made contact with our client, had the appropriate estimates for repair done to the vehicles and are in the process of sending out a settlement letter to reimburse.We sincerely apologize for the length of time taken to settle this claim. Tad A[redacted]General Manager, PhoenixAce Relocation Systems, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am insulted that they I am trying to enrich myself after the DAMAGE THEY CREATED. I also sent them an email saying I would settle for $7,500 and try to repair or replace the items. I had full replacement value insurance. Not the normal $.60 per lb that movers offer. I paid for a mattress box for my $2,400.00 mattress. They did not furnish one nor reimburse me for it. Their own driver who's name is Rocky said that when he received the shipment the mattress was bent in half. Their independent claims person, who gets paid by them, so I am not sure how independent that really is. He said a lot of damage to my Armoire was due to wood shrinkage. REALLY?
Regards,
[redacted]
The following is a letter of acceptance and settlement in this case. [redacted] opted to go thru [redacted] Arbitration and also the [redacted] office in addition to the complaint he filed with the Revdex.com. The letter below outlines the process and final settlement accepted by Mr. [redacted].Mr. [redacted] felt he was entitled to an amount far above the amount of restitution he was owed. As per company policy and standard practice, we (Ace Relocation Systems, Inc.) hired an independent third-party repair company to survey the damage and provide an estimate. The original estimate, including Mr. [redacted]'s mattress, came to $1,785. We offered that amount plus an additional $950 goodwill to settle this matter amicably. An important aspect of this case, as alluded to prior, is that Mr. [redacted] sent an email to our Claims Representative, [redacted], stating: “I know you have people to answer to and I am going to make a1time offer to get this off your books and out of your hair. $10,000 Non-Negotiable and this thing goes away." (A copy of that email can be provided upon request.) As we see customers like this from time to time, it is of our opinion that [redacted] was trying to gain a monetary windfall from us; purely at our expense. As we are with each and every one of our customers who has a claim, we are happy to pay him the full amount that is due to him for repairs, or for replacement if repair is not an option.A final facet of this case is that Mr. [redacted] had filed for arbitration with [redacted] on March 23, 2015. [redacted] carries our interstate authority and this move falls under their purview since it crossed state lines. The process, which typically takes 30-90 days, was completed very quickly. Mr. [redacted] settled for approximately $3,400. Still higher than what we assessed the repair and/or replacement figure, but we were happy to resolve the issue with this customer and move on.Thank you,[redacted] General Manager, Phoenix BranchAce Relocation Systems
It is our understanding this claim had been moving thru the process for settlement. we will pull the file, review the documents and follow thru in the next few days to ensure the claim process is completed and agreed upon by both parties. our sincerest apologies for not seeing the first...
To whom it may concern;Re: [redacted] Complaint I would like to address the concerns regarding this complaint filed with the Revdex.com by [redacted]. It is standard practice for our Customer Service team to collect all outstanding charges for a relocation prior to delivery. While we...
strive to keep communication open and shipments moving on time, in some cases unforeseen circumstances can cause delays in updating our Customer Service teams promptly, as is the case here. The driver assigned to load the shipment from our location ran out of room while loading [redacted]'s shipment , making it necessary to transit the remaining via another van and have a destination agent perform the overflow delivery. We have apologized for the second delivery being late and not up to the level of expectation provided by our Ace drivers and crews.The claims process was started on 8/24, I have attached follow up emails dating 8/27, 8/31 and 9/8 that clearly outline our willingness to answer questions, address the damage claims as well as the delay claim. The claims process can take time depending on the nature of the claims and the scheduling of independent third party investigators to assess any damage and make recommendations.Ace Relocation Systems is committed to going above and beyond to work towards a swift and satisfactory end to the claim with [redacted].Regards,
[redacted]GM - Phoenix
Dear Revdex.com of Arizona -To the point, Mr. [redacted] feels he is entitled to the full amount of the valuation (moving insurance) policy that he purchased regardless of the amount of restitution he is owed. As per company policy and standard practice, we (Ace Relocation...
Systems, Inc.) hired an independent third-party repair company to survey the damage and provide an estimate. The original estimate, including Mr. [redacted]'s mattress, came to $1,785. We offered that amount plus an additional $1,000 goodwill for his inconvenience. An important aspect of this case, as alluded to prior, is that Mr. [redacted] sent an email to our Claims Manager, [redacted], stating: 'I know you have people to answer to and I am going to make a1time offer to get this off your books and out of your hair. $10,000 Non-Negotiable and this thing goes away." (A copy of that email can be provided upon request.) It is of our opinion, as we see customers like this from time to time, that [redacted] is trying to gain a monetary windfall from us; purely at our expense. As we are with each and every one of our customers who has a claim, we are happy to pay him the full amount that is due to him for repairs, or for replacement if repair is not an option.As a final facet of this case: Mr. [redacted] has just yesterday (March 23, 2015) requested arbitration with [redacted]. [redacted] carries our interstate authority and this move falls under their purview since it crossed state lines. The process typically takes 30-90 days and we cannot settle until the binding decision has been rendered.We will keep you - the Arizona Revdex.com - in the loop throughout the process. Please reply and let us know by what method you would prefer that communicationto take place.Thank you,[redacted]Marketing DirectorAce Relocation Systems
Dear Revdex.com of Arizona -To the point, Mr [redacted] feels he is entitled to the full amount of the valuation (moving insurance) policy that he purchased regardless of the amount of restitution he is owed As per company policy and standard practice, we (Ace Relocation Systems, Inc.) hired an independent third-party repair company to survey the damage and provide an estimate The original estimate, including Mr***'s mattress, came to $1, We offered that amount plus an additional $1,goodwill for his inconvenience An important aspect of this case, as alluded to prior, is that Mr*** sent an email to our Claims Manager, [redacted] , stating: 'I know you have people to answer to and I am going to make a1time offer to get this off your books and out of your hair $10,Non-Negotiable and this thing goes away." (A copy of that email can be provided upon request.) It is of our opinion, as we see customers like this from time to time, that [redacted] is trying to gain a monetary windfall from us; purely at our expense As we are with each and every one of our customers who has a claim, we are happy to pay him the full amount that is due to him for repairs, or for replacement if repair is not an option.As a final facet of this case: Mr [redacted] has just yesterday (March 23, 2015) requested arbitration with [redacted] *** *** carries our interstate authority and this move falls under their purview since it crossed state lines The process typically takes 30-days and we cannot settle until the binding decision has been rendered.We will keep you - the Arizona Revdex.com - in the loop throughout the processPlease reply and let us know by what method you would prefer that communicationto take place.Thank you, [redacted] Marketing DirectorAce Relocation Systems
Regrettably there was a delay in moving forward with settling this claim. Due to the ocean transportation portion of this move, we needed to perform our due diligence to identify where the damages took place and this is what caused the long delay. We have made contact with our client, had the appropriate estimates for repair done to the vehicles and are in the process of sending out a settlement letter to reimburse.We sincerely apologize for the length of time taken to settle this claim. Tad A[redacted]General Manager, PhoenixAce Relocation Systems, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am insulted that they I am trying to enrich myself after the DAMAGE THEY CREATED. I also sent them an email saying I would settle for $7,500 and try to repair or replace the items. I had full replacement value insurance. Not the normal $.60 per lb that movers offer. I paid for a mattress box for my $2,400.00 mattress. They did not furnish one nor reimburse me for it. Their own driver who's name is Rocky said that when he received the shipment the mattress was bent in half. Their independent claims person, who gets paid by them, so I am not sure how independent that really is. He said a lot of damage to my Armoire was due to wood shrinkage. REALLY?
Regards,
[redacted]
The following is a letter of acceptance and settlement in this case. [redacted] opted to go thru [redacted] Arbitration and also the [redacted] office in addition to the complaint he filed with the Revdex.com. The letter below outlines the process and final settlement accepted by Mr. [redacted].Mr. [redacted] felt he was entitled to an amount far above the amount of restitution he was owed. As per company policy and standard practice, we (Ace Relocation Systems, Inc.) hired an independent third-party repair company to survey the damage and provide an estimate. The original estimate, including Mr. [redacted]'s mattress, came to $1,785. We offered that amount plus an additional $950 goodwill to settle this matter amicably. An important aspect of this case, as alluded to prior, is that Mr. [redacted] sent an email to our Claims Representative, [redacted], stating: “I know you have people to answer to and I am going to make a1time offer to get this off your books and out of your hair. $10,000 Non-Negotiable and this thing goes away." (A copy of that email can be provided upon request.) As we see customers like this from time to time, it is of our opinion that [redacted] was trying to gain a monetary windfall from us; purely at our expense. As we are with each and every one of our customers who has a claim, we are happy to pay him the full amount that is due to him for repairs, or for replacement if repair is not an option.A final facet of this case is that Mr. [redacted] had filed for arbitration with [redacted] on March 23, 2015. [redacted] carries our interstate authority and this move falls under their purview since it crossed state lines. The process, which typically takes 30-90 days, was completed very quickly. Mr. [redacted] settled for approximately $3,400. Still higher than what we assessed the repair and/or replacement figure, but we were happy to resolve the issue with this customer and move on.Thank you,[redacted] General Manager, Phoenix BranchAce Relocation Systems
It is our understanding this claim had been moving thru the process for settlement. we will pull the file, review the documents and follow thru in the next few days to ensure the claim process is completed and agreed upon by both parties. our sincerest apologies for not seeing the first...
notice on this. Tad A[redacted]
To whom it may concern;Re: [redacted] Complaint I would like to address the concerns regarding this complaint filed with the Revdex.com by [redacted]. It is standard practice for our Customer Service team to collect all outstanding charges for a relocation prior to delivery. While we...
strive to keep communication open and shipments moving on time, in some cases unforeseen circumstances can cause delays in updating our Customer Service teams promptly, as is the case here. The driver assigned to load the shipment from our location ran out of room while loading [redacted]'s shipment , making it necessary to transit the remaining via another van and have a destination agent perform the overflow delivery. We have apologized for the second delivery being late and not up to the level of expectation provided by our Ace drivers and crews.The claims process was started on 8/24, I have attached follow up emails dating 8/27, 8/31 and 9/8 that clearly outline our willingness to answer questions, address the damage claims as well as the delay claim. The claims process can take time depending on the nature of the claims and the scheduling of independent third party investigators to assess any damage and make recommendations.Ace Relocation Systems is committed to going above and beyond to work towards a swift and satisfactory end to the claim with [redacted].Regards,
[redacted]GM - Phoenix
Dear Revdex.com of Arizona -To the point, Mr. [redacted] feels he is entitled to the full amount of the valuation (moving insurance) policy that he purchased regardless of the amount of restitution he is owed. As per company policy and standard practice, we (Ace Relocation...
Systems, Inc.) hired an independent third-party repair company to survey the damage and provide an estimate. The original estimate, including Mr. [redacted]'s mattress, came to $1,785. We offered that amount plus an additional $1,000 goodwill for his inconvenience. An important aspect of this case, as alluded to prior, is that Mr. [redacted] sent an email to our Claims Manager, [redacted], stating: 'I know you have people to answer to and I am going to make a1time offer to get this off your books and out of your hair. $10,000 Non-Negotiable and this thing goes away." (A copy of that email can be provided upon request.) It is of our opinion, as we see customers like this from time to time, that [redacted] is trying to gain a monetary windfall from us; purely at our expense. As we are with each and every one of our customers who has a claim, we are happy to pay him the full amount that is due to him for repairs, or for replacement if repair is not an option.As a final facet of this case: Mr. [redacted] has just yesterday (March 23, 2015) requested arbitration with [redacted]. [redacted] carries our interstate authority and this move falls under their purview since it crossed state lines. The process typically takes 30-90 days and we cannot settle until the binding decision has been rendered.We will keep you - the Arizona Revdex.com - in the loop throughout the process. Please reply and let us know by what method you would prefer that communicationto take place.Thank you,[redacted]Marketing DirectorAce Relocation Systems