Citywide moving damaged my TV and only wants to pay on weight not value. They were unprepared, driver mentioned twice that his helper was drinking.
1. 1500 dollar TV damaged and reimburstment is on weight not value. 60.00 dollars was all that was granted. Electronics dont weight much
2. Helper was drinking on the job
3. didnt have enough pads as a result my headboard was scared, owner had to repair
4.owner admitted the back of truck was not properly packed, had to repack.
5. I expressed my concern, he stated no worries as a result TV damaged.
6. Stated that said all is ok. Thats a lie
7. placed a heavy piece in my own trailer, made them return to place in their truck
suggest remove from the BBB
All I want is a fair settlement to replace my TV. I requested 60% reimburstment of new TV (850.00)=510.00 dollars.I was given 60.00 dollars insult.
Claim is on weight, not value. Electonics dont weigh much.
thank you xxxxx
Business' Initial Response
xxxxx was loaded on July 3rd in Waxhaw NC and unloaded on July 6th in Cumming GA. From the beginning of his job, xxxxx was concerned about how the last part of our truck was loaded. He had specific concerns about his televisions and expressed this in his phone conversation with me. I assured him I would check out the load when it returned to my warehouse and if there were any concerns I would address it personally. When I checked the load I decided to rework and secure the TV's by adding additional straps and more padding to ensure the TV's would be well protected during transport. I then called xxxxx and assured him it was taken care of and there would be no problems. Upon unloading Mr. Carringer's items at his destination in Cumming GA, he inspected each TV as it came off the truck and did not note any deficiencies or damage at that time. My movers put a TV on the sofa where the customer requested it be placed with the face of the TV against the back of the sofa. xxxxx then asked the driver if they would help him put it on a stand before they left and the driver stated that they would. As the movers were finishing up, the driver noticed that the TV was now laying face down on the ottoman, so he asked xxxxx if he still wanted them to help him put it on the stand. He stated that he had it under control. As adamant as xxxxx was about his TV's when he originally called me, I knew he would inspect each one when it came off the truck and this was confirmed by my driver. At the end of the job, xxxxx signed all of the necessary paperwork and did not make any note or reference about a damaged television. I would think it would be impossible to overlook a shattered screen on a 50" television set.
Most of our customers who are very concerned about items being moved ask us about additional valuation before the move starts. xxxxx should have chosen a valuation for his household goods, which are listed on his bill of lading, before his move began but failed to do so. xxxxx sent an email on Sunday, July 8th to my claims associate and reported that his TV was damaged. My claims associate was out of the office on Monday the 9th and returned on the 10th. In checking her email, she had xxxxx first email as well as one he had sent earlier that morning at 8:39 am. He stated he had not received a return call from me and I should take his messages seriously because he did not want to take legal action. We are required to follow protocol and send customers a Statement of Claim form to fill out describing any damages, which we did. xxxxx returned his form and had chosen the basic valuation which is $0.60 per pound per article. In reviewing his bill of lading #1001310 I confirmed that he failed to choose any option for valuation for his shipment and to ensure we are complying with interstate moving regulations, we contacted the American Moving and Storage Association. We were told that if a shipper fails to choose a valuation on the bill of lading at the time of the move, Citywide is responsible for $6.00 per pound per article which is Full Valuation. After investigating the specs on the 2009 TV it was determined it weighs 75 lbs. which would be $450.00. Having said this, the customer is responsible for paying for said coverage (Full Valuation) of his shipment which is calculated by our tariff and is determined by the weight and dollar amount of the shipment. The minimum valuation for xxxxx shipment is $50,000.00 at the cost of $425.00. xxxxx could have chosen and paid for a higher valuation amount at the time of his move but failed to do so. Therefore, I will be happy to send xxxxx a check in the amount of $25.00.
The last email we received from xxxxx simply stated that he disagreed with our policy and had filed a complaint with the BBB and posted this statement on Angie's List and had planned to post it on Google as well. To quote his last statement on his email "I will offer one more chance to make this right. If you will reimburse me 60% replacement value, then I will remove my comments and complaints." In response, I feel xxxxx is slandering my company by stating my movers were drinking on the job which is not true. Furthermore, I do not appreciate his threats and will not be blackmailed by a customer in order to defend my company. I have been in business for over 20 years and my reputation speaks for itself. I take pride in satisfying the customers we serve but I will not be strong armed into paying for something that we did not do.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
1. I disagree with the policy, and if that is their way of handling the reimburstment, after admiting I called about my TV's concern being damaged after loading and knowing in advance that this could possibly happen then why not make it right.Policy is Policy, but customer service is reality on electronics.
2. My comments about showing up without boxes and enough pads is a fact. Someone had to bring more.
3. My headboard was scared is a fact, because driver admitted not enough pads.The owner had to repair, (which he did)
4. The driver stated twice that helper was drinking is a fact.
5. Placing Article in my trailer is a fact. Had to make them return and load in their truck.
6.The outside screen was not cracked, the inside screen was, and was not visibile for me to see.Helper helped me place stand on different TV.
If they believe I did this, then why even bother with silly check of 25.00 dollars if my fault. I guess they are admitting guilt.Then is it true it was broken by movers.
I do not want the check, and this is the last of my comments. Since they feel 25.00 for a 850.00 replacement, then I have every right to post my true facts.
Trust me, I have more things to do then mess with this.
My comments remain, I want to close matters since thats how they feel about customer service.
Just keep your check