I hired New Home to move me from San Francisco, CA to Seattle, WA. Upon delivery (which was made at 10pm on a weekend night!), I was asked to sign a paper confirming that I had received the delivery. The driver did not check a list as he brought boxes into the house (in fact he had another man with him, helping him, who he admitted to me did not work for the company, he was a man he had met in Reno that he'd brought to help him with the deliveries), and I had noticed that at least one item, a large room dividing screen, was missing; because of this, I specifically asked if signing this form would preclude me from filing a claim form later. I was told it would not, and in so in good faith I signed the form. In fact that night I called the driver to ask him to check his truck for the screen and a few other boxes I could tell were missing, and to tell him I had received a box that was not mine. Two days later I called the company, once I knew what was missing: a total of seven boxes plus the room screen (i.e. eight items total). After weeks of calling the company, they finally told me that they could not locate my boxes and that I must file a claim (though they have still not told me what to do with the box that isn't mine!). Today I received the answer to the claim form...they said that by signing the paper I signed on delivery I not only confirmed that the delivery was made, but that everything had been delivered and in good condition. I was misled by the driver: I was told that I essentially had to sign there, that it was to confirm delivery, and there was NO WHERE to sign if everything *wasn't* delivered (I specifically asked, since the big room screen was not there), and there was no way that I could have gone through ALL of the boxes, that late on a weekend night, to determine if everything was there and in good condition, so of course I signed the paper, in good faith based on his word and in the absence of any other choice, no other option to sign, there was no form I could sign that said that the delivery was made but was incomplete.
Case is being handled by another organization: Chase Credit Card
Total Claim = $3676
Not only did I have to pay a lot of money to replace the missing items, I paid the shipping charges for shipment of items that were not delivered, the cost of the packing materials I used for the items that were lost, and man-hours to have some of these items shipped by the shipping company. Here is the list I sent with the claim form:
Room divider screen 1 x $120 = $120
Custom glass etching stencils $500
Glassware 20 x $10 = $200
Soldering kit 1 x $20 = $20
Jewelry making supplies(including stones) $300
Other art supplies $250
Box of books 30 x $10 = $300
Total = $2540
Large boxes (used to pack the screen, bought from New Home) 2 x $25 = $50
Packing charge (screen) 2 x $20 = $40
Rolls of tape (bought from New Home 4x$5 = $20
Paper (bought from New Home) 10lbx$40/25lb= $16
Personal packing material for missing boxes $250
Shipping for eight
missing boxes 1000lb x $0.76/lb = $760
Total = $1136
Total Claim = $3676
Thank you for forwarding this complaint to our attention. We would like to offer the following response.
As required by our tariff, any items missing or damaged at delivery must be noted on the delivery copies of the inventory. If the items are not identified at that time, the carrier is not legally liable for the claim. Our claim administrator correctly denied this claim due to a lack of documentation showing the items were indeed missing at the time of delivery.
As Ms. ********** has advised that she was apparently not given an opportunity to document the missing items, we have asked our claim administrator to accept Ms. **********'s claim in goodwill, based on the level of valuation coverage she chose, our tariff and applicable federal law. She should receive a settlement offer within the next week or so.
We regret that Ms. **********'s claim was initially denied but we have approved compensation in an effort to resolve this for Ms. **********. Once the completed settlement form is received by our claim administrator, we will issue compensation payment. Thank you.