Complaint We recently moved from North Carolina to Louisiana. During the move, at least one box was misplaced and did not arrive. We do not know exactly because the driver never gave us a copy of the loading in voice until everything was in the new apartment, at which time it did not mean a thing. In addition, he was late because he was unable to find a smaller truck to rent to offload so he could get in the complex. He finally ended up borrowing a truck from the firm we hired to set us up. This necessitated them returning the next day to finish the job.They also broke a headboard and we found out later, they also lost one of the plugs that hold the frame together. They chose not to inform us of either.We contacted Armstrong. The driver said "the truck was empty. Don't blame me." I was told that I would be contacted by a claims specialist who would assist me in both the repairs and the lost carton. We finally heard from the claims person who said she had contacted a company who would call us. So far nothing. I also asked her about the missing box. She said she knew nothing about it. I chose this company because of their rating by BBB. It seems as if now that they have been paid, tghey really do not care. Account_Number: UXXXX-XXXXX-X
Desired Settlement I would like the head board fixed.I would like the missing box located even though that is unlikely.
Business Response /* ****** ** *********** */ Contact Name and Title: **** ******* Claims mgr Contact Phone: XXX-XXX-XXXX Contact Email: ********@goarmstrong.com We at Armstrong were aware of the missing box early during dleivery I believe. We ciontacted the company that the ******** hired to help them settle in (unopacking, etc), and they did a picture in the unpacking debris, but no luck with the missing box so far. We are performing a trace to see if we can locate the said box. The Brugger claim form was received here at our office on 4/10/14, since that time I have been attempting to get it assigned to a repair firm in their area. There are only certain companies we are authorized to use, ones that have been back ground checked and authorized by United for us to use. This is for the safety and security of our customers. The gentle man/repair firm in their area has been hard to reach, and resulted in phone tag - I will continue to work to get it assigned and inspected as soon as possible. We will see if the headboard is repairable or not. I have spoken with Mr. ******* (4/10, 4/14, 4/21), and felt he understood where we are with his claim at this point. We will continue to try and locate the missing box, and see what needs to be done to take care of the headboard. Sincerely, **** ******* Armstrong Relocation
Complaint Armstrong Relocation packed and moveed our household from Charlotte NC to Va Beach. The packing was awful causing damages. Company is unresponsive. The packers failed to pack our goods in a professional and workmanlike manner. As a result, unpacking took an enormous amount of time as boxes were not properly labeled, rooms were mixed together, things were literally thrown in boxes, wardrobe boxes were filled with goods and then hangups placed on top requiring drycleaning of most hang up items, many items were damaged,and a few were lost/stolen like an IPAD. The packers were amused when they finished packing us that the estimator had required 36 packs of paper and they had used less than 10 and were carrying out many unused boxes. The excess supplies were an indication of them not using the proper supplies and techiniques to complete the job. Additionally, the moving crew failed to properly protect our home including placing their metal ramp directly on brick steps causing chips and were not forthcoming about the timing of their arrival both days causing unnecessary lost work time for my husband and I. While the claims and customer service reps at Armstrong have been very polite and shared our disappointment in the services, they have yet to act on our request for a reduction in the cost which was almost $15,000 and have not addressed our claims regarding damaged items. We used this same company four years ago when we moved to Charlotte and had a fantastic experience so we understand what a proper packing and moving job should look like and that is why we hired them again. We started our communications about our concerns on June 23rd and have provided them with more than 100 pictures documenting the issues. We have had numerous conversations with ******* *******, ***** ******** **** ******* and ******* We have completed and submitted their required claim forms. Due to their lack of action we have disputed the payment with our credit card company in an attempt to get the matter resolved. Armstrong is refusing to even address our concerns until we have removed the dispute.
Desired Settlement We are requeting that they waive the packing costs and reimburse us for the cost to repair/replace the damaged and missing items.
Business Response /* ****** ** *********** */ Contact Name and Title: **** sepelak / Claims Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ********@goarmstrong.com The ******'s move was an interstate move from Charlotte NC to VA Bch VA at a guarantted price as per the signed agreement between the ******'s and United Van Lines, and unfortunately damages did occur. I personally have spoken with Mrs. ****** numerous times since receiving her claim at our office on 7/15/13. I have been working with Mrs. ****** to try and resolve the matter.
Final Consumer Response /* ****** *** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) Armstrong became aware of the service issues on June 23rd. We formally submitted our claim documenting all losses on July 15th. Since that time they have taken no action to verify or examine our damages other than to make one low ball offer of $2,000 for our claim that exceeds $9,000. Now, after sitting on our claim, they have decided to send it to their corporate office even though the issues are the same as they have been since the claim has been filed. It appears to be just another delay tactic designed to wear down their customer.
Final Business Response /* ****** ** *********** */ Since we have been unable to come to an agreeable settlement with Mrs. ****** at the agency level, we have forwarded her claim to United Head Quarters for further handling.
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