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Consumer Complaints

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Lemoore Van & Storage

Phone: (559) 924-5328

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
11/05/2014Problems with Product / Service | Read Complaint Details
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Complaint
The movers broke or damaged numerous items; ******** refused to pay for those damages.
Lemoore Van and Storage moved my household goods from Northern California to San Diego, and they did a horrible job. The company was selected for us by the military.
The packers were very careless and obviously untrained. We had numerous items broken, scratched, or torn. Items were not wrapped properly, or not wrapped at all. Instead of emptying dressers to move them, they actually packed more items into the dressers and this cracked some of the drawers and broke the items inside the drawer.
At one point, they dropped a tool box full of tools, nails, and other hardware, and just left it there. We had to clean it up. Additionally, one of the movers was a self-confessed felon, having just been released from prison.
When I filed a claim with the company, ********, the owner, refused to pay for the damages, saying we didn't file the claim in a timely manner, according to her 'policy'. This is untrue as the policy says 'we should file', not you 'have to file' within 75 days. This caused me to have to refile the claim through the military, which is a longer process.
When I tried to work with ********, discussing the above problems and asking for my reimbursement, she was condescending and very unwilling to do the right thing. She is obviously just in it for the money and has no value on customer satisfaction.

Desired Settlement
The government has already given me a partial reimbursement. If ******** would like to make this right, she can reimburse me for the rest.

Business Response
Contact Name and Title: ******** *****, Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ************@comcast.net
Begin We have been in business over 40 years servicing Government moves, as a Contractor we must follow the rules set forth in the DTR. All military members must follow the regulations as well as us, the Transportation Service Provider. As I explained to Mrs. ******* and sent to her via email, the rules are very clear that she MUST file a written notification of any damage claims within 75 days of delivery. She also expressed dissatisfaction with incomplete unpacking when I called her the day after delivery to ask how her move went. She made no mention of a "confessed felon" to me at that time; our driver may have hired a day laborer to assist with delivery, but he was not our employee. However, in an effort to provide customer satisfaction, we offered to pay for a crew to continue with the unpacking the day after her delivery, but she declined as she "wanted to spend the day with her husband". She failed to send us any notice or documentation (pictures of the damages, receipts for proof of purchase, etc.) within 75 days of delivery to initiate the claims process. I suggested to Mr. ******* that he or I should call the MCO (Military Claims Office) to ask for extra days as he had been on detachment, but Mr. ******* also declined any assistance. Mrs. ******* was very unreasonable with my staff and myself on the phone. She threatened to sue us, telling me that she had sued General Motors and won. I explained that she would need to sue the DOD, as it is their regulations that we are required to follow. As of today's date we have not been notified or advised of the government making any payments to the *******'s as the MCO would have subrogated any claims payments directly to us. DOD regulations also allows us, the Transportation Service Provider, the option of turning jobs back that we choose not to service, in the future we will not be servicing any moves for this member.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The regulation referred to by Ms. ***** states that a claim 'should' be filed within the first 75 days. We did however notify her via email within the 75 days.
A call was declined to the MCO because it was not in accordance with military protocol, and was used by Ms. ***** as an intimidation tactic.
Mrs. ******* did in fact wish to spend a day with her husband because he had just returned from an overseas deployment. Further, we wished to prevent any more damage to our property by Lemoore and/or whoever was hired by Lemoore.
The bottom line is that we were the customer and we were not satisfied with the service provided. We're not asking for any extraordinary standards; Lemoore damaged our property and then refused to pay for it. Ms. ***** incorrectly cited military regulations as the reason for this. Asking to be reimbursed for the damage is not an unreasonable request.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
BBB,

As mentioned, and as I told Ms. ******, we let the company know we had damaged items within the 75 day window and we filed the full claim within 9 months, as outlined below. We notified the company within a few weeks once we saw that we had multiple damaged items, hence them sending us a 'gift card'.

From the Defense Personal Property site that is the required site for me to use:

There are two ways to notify the Moving Company of any Loss or Damage to your
personal property, but only one way to file your Claim.
a. Loss and Damage Report. Using forms provided by the Moving Company, you can
notify them of your loss or damage at the time of delivery and/or after the delivery.
You can also file a Loss/Damage Report in the DPS Claims Module. Note: You do not
have to file a Loss/Damage Report as long as you file your Claim within 75 days of the
delivery of your shipment. Submitting a Loss/Damage Report does not constitute filing a claim.
In order to be eligible for Full Replacement Value (FRV), you must file a claim directly
with the Transportation Service Provider (TSP) via DPS within 9 months from the date
of delivery. If the claim is filed more than 9 months from the delivery date you will only
be eligible for depreciated value up to two years from delivery.

Exceptions to the filing timelines will be granted on a case by case basis. Claims must be
settled, or a final offer made within 60 days, however you may transfer the claim to the
appropriate Military Claims Office (MCO) after 30-days for any reason. You may transfer
a claim immediately, and still be eligible for Full Replacement Value (FRV) upon:

1. Notice that the TSP has made a final offer on the claim or denied it in full.
2. Notification by SDDC that the TSP is in bankruptcy.
3. Notification that the TSP has been placed in permanent, world-wide Non-Use status by SDDC.
4. The TSPs failure to comply with the catastrophic loss provisions as verified by the MCO.
5. The TSPs failure to comply with essential items provisions as verified by the MCO.


Final Business Response
The government has a procedure in place whereby the member, if not completely satisfied with our offer or denial in the claims process, can turn the claim over to the Military Claims Office (MCO)for review. They will work directly with the member from that point on. I suggest that Mrs. ******* do this and let the government make the final decision and ruling. We occasionally work with the MCO's and, as stated previously, IF the MCO is able to grant this member some extra time (a waiver) we will be happy to comply. We will stand by the government's decision.

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