At the beginning of May we hired NorthStar Moving Company to professionally move our belongings from California to New York. Three days after they picked up our goods, I received a call that there was a fire at the storage facility and all our goods were damaged. Because we did not purchase the full value protection, the company said we were only entitled to the bare minimum of $0.60/lb, with our goods totaled at 800lbs. Upon further investigation with the fire report from the local fire station, the cause of the fire was concluded to be an unextinguished cigarette from one of the employees into a dumpster that caught on fire, spread to the field and eventually to our storage container. We filed a claim with the company with our goods totaling to a lot more than the bare minimum they wanted to reimburse with.It has been over a month and the company has only said they will pay the bare minimum coverage but has not followed through with our claim and what will come of the fire report. We have had to move across the country without our belongings and have had to purchase everything out of pocket. We have to constantly and sometimes contact them multiple times to get a response.The fire report concluded that the fire was started from an unextinguished cigarette by one of the employees put in the dumpster, catching that on fire, spread to a field close by and eventually spread to our storage container. The NorthStar contract states that the company shall be liable only for its failure to use ordinary care and we must provide negligence. From the fire report, NorthStar is liable for their worker'(s) actions. We feel that it was the negligent act from the workers that caused the fire.
Based off the fire report and the contract, we think the company was negligent in their care of our goods and are liable to replace us fully for the value of all our damaged goods.
Dear BBB Team Member,
On Sunday, May, 5th 2013 there was a fire reported on the property to where Ms. ****'s items were being stored.
The fire reports final ruling and Classification;
"Using the aforementioned elements of fire cause, the cause of this fire is determined accidental."
We are very sorry that Ms. ****'s belongings were affected by the fire.
NorthStar followed threw on all contractual obligations in a timely manner, agreeing to perform in accordance to our Bill of Lading.
The claims form was received on May, 20th 2013, with a weight amount that totaled Eight Hundred and Three pounds.
NorthStar did not dispute the weights written in by the client.
NorthStar responded in accordance to the Bill of Lading, after calculating the weight by the sixty cents per pound per item valuation that the client had signed, and had chosen on their Bill of Lading.
This amount totaled to Four Hundred and Eighty One Dollars and Eighty One Cents.
On May, 24 2013, NorthStar sent the check out to Ms. **** totaling this amount.
All documents supporting the statements made above can be submitted upon request.
Very Truly Yours,
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear BBB Team Member,
I opened the claim under my name, however the goods are joint between my boyfriend and I. So he is equally invested in this situation and from here on out will be included in our correspondence. Upon further examination of the contract, adherence to the terms would be voided, as our goods were not stored in the storage facility specified on the contract as "Our Storage Chatsworth, CA". The storage facility that our goods were actually being held at was in Fremont, California. No information regarding the change of storage location was provided. In fact, our first conversation with the above NorthStar representative was to inform us that a brush fire had damaged our goods at the Chatsworth Facility. NorthStar Moving Corporation placed our goods at a different storage facility than specified in the contract. Because there was no communication or agreement to this change, their actions breach the contract thus voiding further adherence to its terms and provisions. We are simply requesting for our claim forms to be honored fully because in the event that our goods went to the location that was stated on the contract they would already be in our new home. We are two college students, trying to make our way through school. As an Iraqi veteran I have fought for what I believe in and will continue to do so. When something or someone has made an error, you figure out the mistake and you do your best not to let it happen again. I trust that NorthStar will take this approach and grant us the ability to restore our memories, our home furnishings, and almost every single article of clothing that we owned.
We can provide documentation of all statements quoted above.
Final Business Response
Dear BBB Team Member:
NorthStar has come to a amicable resolution with Ms.****.
As of today, we received the full and final settlement release form back from Ms.****, and her claims case has been closed.
Document can be provided upon request.
Client Care Manager
Final Consumer Response
In regards to our complaint, we have not resolved the issue and were unaware of any time constraints that BBB had pertaining to our response. We would like to reactivate the complaint if it is not too late, or we can simply start a new complaint. We are currently waiting for our lawyers response to our case for the next step in this process. Unfortunately he will be out of the office until July 22, 2013. After our phone conversation with Mr. ******* we took some time to do research on this situation as Mr. ******* informed us to do. While it took longer than anticipated we have made attempts to contact Mr. ******* via phone, to no avail. Thank you for your time and cooperation while we attempt to resolve this matter.
***** and ***