Complaint Category: None of the Above - Guarantee or Warranty Complaint Issue
Complaint: Apex has not satisfactorally provided compensation for damaged and missing items from our move and their storage of our posessions.
Apex & Robert E. Lee Moving and storage packed the furniture and contents of our home at **** ******** **** **** ********* ** XXXXX in Nov of 2011. At the time I noticed that one item in particular a Red Kitched Aide mixer was not being packed. This item was brand new and still in the manufacturers sealed box. I kept reminding the mover not to forget it. I noticed it was finally gone when all the household contents had been placed in the truck. The items went from our home to Apex storage warehouse at **** ******** ********* **** ******* *** On Nov 30, 2012 our belongings were delivered to us at **** ******* **** ********, *** We reported to the owner **** **** that there was damage to several items and furniture and we did not know if anything was missing. He asked me to bay the bill and then submit a claim when we checked everything. In good faith I paid in full. Being seniors it took some time to sort through boxes etc. I called **** and asked if there was a crate of our belongings still in his warehouse because so many items are missing. He said there wasn't and we should submit a claim. Our estimate of replacement cost for damaged and missing items is $4,739.00. We received a check for $384. I contacted the insurance company and they said they are only allowing for .60 a pound and that was their estimated value of damaged items and were not covering any missing items. They also told me to file a police report on the missing items.I have tried repeatedly to speak with Mr. **** or someone at ****** No one will speak with me return my calls or are conveniently gone when I go in person. I call before going in and was told **** **** was there but when I go inside after the receptionist goes to get him I get told he must have left out the back door without telling her. I have made repeated calls and left voice mail and messages for Mr. **** without response. I am seeking resolution for the missing items. I am also filing a police report with the Brentwood TN police department.
Business' Initial Response
We feel we have fairly settled the customer's claim. Regarding the claim on the missing mixer, we have a detailed 8 page inventory on all items that we picked up and moved for the customer. The inventory is signed at origin by the customer, confirming the piece count and condition of goods released to us. The shipment then was taken to our warehouse to store. Upon delivery to residence, the same inventory list was used and signed by the customer at destination acknowledging receipt of all items on the inventory and obvious loss or damage noted. There was no notation of any missing items from our inventory list. We contend that the customer received all goods that we moved and that the mixer was never picked up, stored, or moved by us. We do a detailed inventory on every shipment. Regading the damaged items, our insurance company fairly settled this claim. At the time of estimate, the customer was offered full replacement coverage at an additional cost. They declined this coverage. They were fully aware that they choose our base liability coverage. In case of any damage, the base liability is $.60/lb./article. The insurance company offered settlement based on this coverage that the shipper selected. This coverage was also signed for by the customer on the delivery documents. The customer may check with their home owner's insurance to see if they are covered under their own policy.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The list of inventory pages were addressed with us as a truck was being loaded late in the day and did not detail what was contained in the boxes only a number and size. There was no way Apex can determine by the list if the mixer was taken from our home. We know that we kept reminding ***** (who by the way is no longer with them) not to forget the mixer.Left corner, in the box, never opened, of the pantry. The same is true for the delivery of the items. The truck was unloaded quickly and placed in different rooms. ****** signed that we could not tell if items were damaged or missing at that time. As stated we called the day of delivery to state this and also called a short time later to state many items were missing,"the owner said pay the bill; and we have Insurance, we'll put in a claim." The mover insisted upon the paperwork being signed so they could leave. I previously addressed that the insurance was told to us in a devious way. We were told not to worry that not having any furniture moved or stored the basic insurance would more then cover our contents.it said $2775.00, we did not notice or was told this ridiculous 60C lb, one would do better from a ********* We went with them, because we had good things, crystal, beveled mirrors, portraits. We saw Atlas, but it turned out, Atlas wanted nothing to do with it. It was never stated that it would be based on an estimated weight individual box or piece. This was not explained until we placed a claim with Apex. This in no way was a fair settlement. Anyone who has moved knows how hectic and late in the day the move runs and then you are somehow according to the mover remember each item packed in each box and loaded on the truck, when the paperwork is not given to you for review and signature until the mover is packed up.This is also true for the delivery and the mover has taken advantage of this. We were not given correct and detailed information starting with the ************* ********,ordering the move that represented Apex and continuing to the president during and after the move. Extra time was even taken during the move because the packers came with used oily and dirty boxes and had to take two hours to return to their warehouse to get the new clean boxes. This shows from the start that they were not going to act in a reputable and professional manner, so we were far from being treated fairly. Lastly, the same amount of stuff that was taken out of origin,that went from morning until evening, was put in Apex storage,for 1 year, and cost an add'l. $2000, besides the 2600 for the move, and then all this loss. later, it was delivered into house in 3-4 hours, Confirming, that so many items were missing, as we told the owner, who insisted no crate was left behind.
In all our years of experience with moving with big Van Lines, this Co. is by far the most unprofessional and unethical, we have ever encountered. To put in a claim through our Insurance, we will be dropped or raised, there is $1000 deductible, which out of all this money Apex has received from us, if we get some of this money back from Insurance, we want Apex to send us a check for $1000 to cover our deductible, and they are more than coming out ahead, from the monies and stress lost by dealing with this Company.
Business' Final Response
We contend that we have fairly settled the customer's claim based on the details of our previous response. Also, we greatly reduced Mr. *******'s storage costs and delivery our of storage fee as a goodwill gesture. As stated by our insurance agent, if you do not agree with our position, we do partcipate in a federally mandated arbitration program that is available to you. The contact information for that program is listed in the letter that Mr. ******* received from our insurance company.
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.