Company has not repaired and replaced damaged and lost items. It has been 3 months.
During our move from Florida to Texas, A&D Coast to Coast movers damaged and lost items (an itemized list has been provided to the company complete with estimated cost and photos). They have consistently delayed compensation, requiring additional information. We have responded in a timely manner to each request. We were promised replacement cost of some items and repair of others. Their excuse is that each person we have dealt with is no longer at the company. I have requested to speak directly with ***** ******** the owner, but he does not respond. We were charged for additional insurance. We completed the claim form requesting replacement and repairs for damages totaling $3624. We were told that it may take up to 30 days. It is now 3 months since our move. Their staff is highly unprofessional and inexperienced. **** ******** is particularly rude and verbally abusive. We were told that someone would be out to see us, made arrangements to be available, and there were no-shows. We are told to stay home for a weekend, then told that they can't make it and they want to schedule yet another weekend. We are told a check is in the mail, then we are told that we need to produce more documents. Yet the company does nothing in the form of corrective actions. We paid our moving charges in full immediately and were "100% Guaranteed" a "smooth move." Additionally, we were told they had their own trucks, but on the day of our move they arrived with 2 rental trucks.
I would like exactly what I was promised - full replacement value for my damaged and lost items. This totals $3524. We no longer trust their ability to repair our items, and expect full compensation.
Contact Name and Title: ***** ******* - VP/Co-own
Contact Phone: XXX XXX XXXX
Contact Email: *************@comcast.net
Household shipment loaded in FL 01/05/2014
Shipment delivered in TX on 01/10/2014
Customer signed for receipt with no notations
Driver reported some damage.
Customer contacted us on 01/28/2014 reporting some damages
Forwarded claim form with instructions 01/29/2014
Received "draft" claims form and photos from customer on 02/03/2014 unsigned and without any receipts or information with regard to model/serial numbers/estimates as requested
Despite the incomplete claim, evaluation was initiated and attempts were made to locate a qualified furniture appraiser/repairer in the area of the customer's new residence. This proved very difficult and many with whom we made contact either did not cover this area or proved to be unwilling or unreliable and did not accept the assignment.
Numerous phone calls were exchanged with the customer during this period in an attempt to keep the customer informed.
Eventually, on March 6th, we confirmed an order for a furniture repair specialist to contact our customer and set up an appointment to inspect the reported damage.
On March 17th, we followed up with the specialist as nothing had been heard either from him or the customer.
On March 20th, we received the specialist report and his quote for the job.
On March 28th, the customer called and spoke to our coordinator and the conversation degenerated into a tirade of verbal abuse from the customer. Attempts to establish a mature conversation failed.
Following this exchange, an email was forwarded to the customer summarizing the position at that time with regard to the claim.
a)The customer was again reminded that a signed claim form was still awaited, as were supporting documents such as invoices and/or details of dates of acquisitions.
b)A list of items that were agreed to be repaired by the specialist at our cost.
c)A request for substantiation of value was requested for 3 items.
d) Claim for broken marble pedestal base was disputed due to evidence of previous repair attempt, and the quoted value of the item was thought to be excessive and there was no invoice proof of purchase date or price.
e) Claim for damage to the "Kitchen Aide" appliance was refused because the photo provided proved that the item had been placed inside a plastic bag up-side down, inside a box. The packing had been performed by the customer and not the mover. The cause of any damage had not been proven and items containing fluid would have been declined for carriage if known. Additionally, value had not been substantiated and it is unclear how the drainage of lubricant would have caused any damage to the appliance provided the said fluid was replaced before and attempts to use it.
We advised that the items needed for further processing were, a signed claim form, receipts and information with regard to purchase of the items.
The customer opened a case file with BBB on April 1st 2014.
April 1st, 2014 BBB contacted us.
April 3rd, 2014 the customer forwarded us a signed claim form.
We are at a loss as to how to proceed further. We have not received the information that we feel is necessary for us to correctly evaluate the case and therefore we have some reservations as to how legitimate the claim is. The reluctance to provide either a signed claim or substantiating information only serves to feed our doubts.
The increase in the movers level of liability was not charged for as stated in the complaint, it was provided at no additional charge on a complimentary basis. The customer chose the level of $250 deductible on behalf of the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
Re: Customer signed for receipt with no notations and incomplete form:
When A & D's (rented) moving trucks arrived in Allen, the two drivers noted how poorly the trucks were packed and how the contents had all shifted and caused damage. The drivers told us that the person who was in charge of packing the truck has since been fired for poor performance and stealing items that were donated to charity. We were asked to sign for the delivery and then make a complete list of damages, which we did, within a reasonable unpacking window.
As per directions from Todd, who acted as our main contact, we completed claim forms provided. As the directions to complete the form were incomplete, we sent **** a draft copy, with pictures of the damaged items. We followed up with a phone call to clarify how to complete the form. Todd told us that the draft was fine and there no need for any changes. Since this time, Todd's telephone number is no longer working, and we have been told he no longer works for the company.
When the excuse of an unsigned form was used by the movers to explain their inactivity to take corrective action for our damages, the form was signed and returned immediately. Unfortunately, receiving a signature on the form did not result in the movers completing repairs.
Re: Repair of items:
A & D had several people, whom they found on Craig's List, contact us to repair the damaged items. We were told that the repair costs were $450, and that the repairs were approved. We were to be contacted by *****, who would make the repairs. We were also told that ***** had already been paid. To date, there has been no contact from *****, and no repairs made. It is astounding that the movers claim that a report and quote were given to them by a "specialist" on March 20th, without the specialist ever visiting our residence to assess the damages.
In the movers' response to BBB, it was stated "attempts were made to locate a qualified furniture appraiser/repairer in the area of the customer's new residence. This proved very difficult and many with whom we made contact either did not cover this area or proved to be unwilling or unreliable and did not accept the assignment."
This statement is in direct contrast with what we were told regarding ***** and the repairs. It is also quite unbelievable that in the area of our new residence - Dallas, Texas - the movers found it so difficult to find a qualified appraiser/repairer!
Re: Broken Marble Pedestal:
The pedestal was dropped by the movers before it was loaded onto the truck. ****'s mover glued the pieces of the pedestal together. We did not try to repair the pedestal. It was only attempted to be repaired by**** personnel.
If A & D can find a comparable marble pedestal that costs less than our estimation, we would be happy to adjust the estimate. Simply claiming that they do not agree with our estimates does not constitute a clearing of their responsibility. Again, this is why an objective insurance appraiser was to be involved.
Re: Kitchen Aide Appliance:
The Kitchen Aide Appliance was clearly market "This End Up." It was in the poorly packed truck, and the drivers admitted that all the contents shifted during the move. When the contents were unloaded, **** the**** driver, noted that the box was upside down. She had seen this situation before and said that the appliance's motor oil leaked out. We opened the box together and the motor oil did leak. She assured us that it would be replaced. **** seems so confused in their response, since they make it sound like we packed loose fluid (which is clearly not done). The appliance is made with motor oil, and the motor cannot be opened to remove the liquid. Hence, the box containing the Kitchen Aid was clearly marked and packed carefully.
Re: Numerous Contacts:
On March 24, 2014, we were told by *****, another A & D representative, that *****, the owner, was going to send us a check for the items that could not be repaired.
On March 27, 2014 we spoke to ****, another A & D representative, who told us she needed to file a claim with the insurance company. She was to have everything done within the hour and would send us a check the next day.
On March 28, 2014 we spoke to **** again. She needed to refile the claim with the insurance company. We were also asked to sign the original claim form and send it back. We completed this in a timely manner.
Upon originally soliciting our business, we stated that we had several cherished items. We paid for the movers to build crating. Other items were packed as per the packing instructions of the movers who were on location to pack our house for 1.5 days. Some were packed by us with their guidance, others were blanketed and packed by the movers. When the damages were revealed during unpacking and we were patiently awaiting some form of corrective action by the movers, we explained that we could not furnish receipts for several of our items. **** told us that they would arrange for an insurance appraiser to appraise those items that had no receipts. No visit has been arranged. We were also instructed to go online to provide reasonable replacement values.
We have not received any further information from A & D regarding our compensation and repairs. A & D no longer answers our calls.
On****'s website ************************ it states 100% Customer Satisfaction. This is not true, as we are not satisfied.
With constant turn over in personnel, always placing blame on personnel who are no longer there, A & D is very difficult to do business with. **** is particularly offensive and believes that it is better to bully clients than to provide appropriate customer service. *****, the owner, seems unable to deal with clients on his own. When it was clear that the company was attempting to take no corrective actions for the damages incurred, we requested to only deal with *****. He has never had the courtesy or the professionalism to contact us. In the response to BBB they accuse our claim as not legitimate. They have shown their true colors as a fly-by-night company, even acknowledging that they do not know how to proceed. It seems they believe that they should simply be relieved of their responsibility to adequately compensate us for our losses. It has been close to 4 months now.
We are confident that BBB will know how to deal with this travesty.
Final Business Response
We would like to move along with this claim. We do still require information with regard to date of purchase, evidence of purchase price, model numbers where applicable and year of manufacture. With this info we can move along. These requirements have been previously requested and are indeed standard requirements to process a claim. With requested information can proceed further.
From: ********* ***** *******
Sent: Wednesday, June 04, XXXX X:XX PM
Subject: Case # XXXXXXXX - re-open
Please re-open our case #XXXXXXXX. It was erroneously closed since we were out of town on a business trip and were unable to respond. The business has taken so much time in resolving this case that we did not know BBB would close our case so quickly. Here is our response to the business' latest comment:
We are "ready to move along with this claim" as well, and have been since January. As we have provided (and has been accepted by business' representative) several times in the Bill of Lading #XXXXXXXX, a list of the articles damaged, nature of the damages, present values, and amounts claimed is on file. The business is claiming that it is "standard" for families to provide the date of purchase of every article in the moving trucks? We have researched the articles in question and have submitted model numbers and styles for items that were available. As the business originally directed us when some items did not have original receipts (as most families do not have for every piece of their belongings), we were told that an appraiser and repairer would be sent to our home to assess the values that are in question. This seemed reasonable and frankly the best way to proceed. We were then told that there are no appropriate appraisers or repairmen available in the Dallas, Texas area. Perhaps BBB can suggest a legitimate appraiser and repairmen in Dallas? It appears that this excuse is just another delay tactic on the part of the business. We would be more than willing to "google" our items once again to furnish proof that our claimed values are reasonable. Why not refer back to the many documents and emails that we have already provided? If the business does not accept our estimates, they are free to send out a legitimate and objective professional. But to continue to delay equitable compensation for our losses and damages is not an option.
It is our aim to conclude this matter in a complete and final matter accepted by both parties. We will not settle in part and leave open items. We have to conclude a total package.
When assessing compensation, it is necessary to establish approx. dates of purchase, full details of items such as model/type/size (where applicable) and amount $ of purchase. A food mixer is sure to have a make/model/serial number on it and a marble pedestal must have a certain height and size. A plant stand of this reported value would normally have information available with regard to point of purchase/date and purchase price. It was necessary to have a signature on the claim form which is an affirmation of a truthful claim.
At an early stage it was established what could be done for the furniture however the withholding of requested information has caused the delay. If the efforts that have been made to complaining to the various bodies had been directed into answering our legitimate enquires, the claim would have been finalized a long time ago.
We do not need information on the complete load only the items we have under query from the claim.
If we can obtain information on the mixer, plant stand and the "Guitar stand", we will be in a position to make a settlement proposal.
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the business' most recent remarks: "If we can obtain information on the mixer, plant stand and the "Guitar stand", we will be in a position to make a settlement proposal."
1. Mixer -KitchenAid Artisan 5 Qt Stand Mixer Onyx
Serial # WPXXXXXXX
Model # **********
2. If by " Plant Stand" they mean MARBLE COLUMN PEDESTAL FOR BRONZE STATUE
Dimensions H 39"
Top/base 13" x 13"
Paid $600 at private art sale/comps $750.00
3. CUSTOM WOOD MULTIPLE GUITAR STAND
Gift $150 value/ comparable replacement
THE CLASSIC 6 - $199.00
As per other remarks by business: "It was necessary to have a signature on the claim form which is an affirmation of a truthful claim."
I refer the business to the email with attachment dated April 3, 2014, containing a second mailing of the claim, complete with signature.
Photos of all damages were also sent to the business, along with estimates of replacement value and repair estimates. The company was to send out someone to assess our estimates and see all the items in question (all of which are still sitting in storage waiting for their inspection.) The repairs were supposedly being settled with a $450 check that was in the mail several months ago - perhaps that was not "truthful."
Now that we have furnished the business' requested information (in yet another form)for the 3 items remaining in question, our claim for the loss and damages of our 12 items can be settled once and for all. If this information is still unsuitable to the business,they may send out a legitimate and objective appraiser. If they had sent out an appraiser and repairman 6 months ago, this would be settled and "concluded." We certainly hope there will be no more delay tactics.
I am currently in Seattle, WA and will return t the office 07/11-12 and will respond ,ore fully when I return.
The provision of the mixer model/serial details has allowed us to obtain further detail with regard to the problems relating to this item. I will respond fully upon my return