Complaint Category: None of the Above - Repair Complaint Issue
Complaint: our furniute was damaged and yet they are refusing to call us back or repair the damages and its been 30 days
Do not use this company for any reason! The broke our bedroom cabinet 30 days ago the mover just dropped in and broke the corner it is a very large cabinet with two pieces and they have still yet to return my calls or requests to fix our furniture even though they fully charged us at the time ,,,,they are very unprofessional and very unconcern with our damages ,,BEWARE they are a scam and use outside unprofessional to come in your home and move your belongings ! We are contacting an attorney to get this handled now and it will cost us more money on top of our damages ..........we have pictures if anyone needs them and receipts for there services paid
Initial Business Response
Good Afternoon Ms. *******,
I am writing you today to follow up with your damage claim that occurred on 2/28/2014 in
Marshfield, MO during your unload service. I understand that you have been working with our
office manager, *******, and I have been asked to review your account and respond to the claim.
Before I begin I wanted to take a moment and address the feedback you have left on public
review sites and with the BBB. We provide moving labor services to 23,000 customers annually
and we take our commitment to each one very seriously. Our company has been in business for
nearly ten years and our reputation as an honest, reliable and reputable company is our
namesake. While I understand your frustration with the clairrs process, I do not believe labeling
us as a "scam" is appropriate or honest. I hope you will consider making modifications to your
feedback that more accurately reflects the situation.
Understanding Damage Coverage
As outlined on our website, damage that occurs while the movers are on site is subject to
coverage under Released Valuation, a federally mandated coverage which is payable at up
to $0.60/per pound. There are exclusions to this coverage and the actual payout amount can
vary based on item condition and depreciation factors. For your reference we have an insurance
section on our website that can provide you with more information.
Understanding the Claims Process & Our Obligations
Your unload was fulfilled by one of our third party suppliers, a moving company that is under
contract with us to provide labor services in a specific area. Because the servicer is an
independent company it also has an independent claims process. It is our obligation to provide
that company with the details of the claim, assist with the claim investigation (if necessary) and
to verify that the claim is officially addressed and closed.
Although there is not an official duration for the claims process we can typically have a claim
closed in 2-3 weeks. Your claim has been pending for 25 days, mostly due to poor communication
by the servicing company, Movin' All In, LLC out of Springfield, MO. Your account shows that
******* either spoke with, or attempted to speak with, the company on 13 occasions during this
time period. We take our claims process obligations vew seriously, and although ******* was
unable to provide you with any new information, I do show that she spoke with you directly on
several occasions to inform you that the claim was still being worked on.
Closing the Claim
Although we have worked with Movin' All In, LLC for several years, we feel that their inability to
address the claim in a reasonable period of time is unacceptable and unprofessional. As a result,
we have terminated their contract and our relationship with them.
Because our company facilitates these services we believe we have an ethical obligation to
resolve this matter when a supplier has not. Therefore, Elite Moving Labor has decided to cover
the claim internally. Based on the photos provided I have approved a claim payment in the
amount of $60.00 which I am confident will easily cover the necessary repairs. I hope that this
resolution changes your opinion of our company and our commitment to our customers.
Before I can issue a check I will need you to first confirm your mailing address shown below
**** ***** *** **
Marshfield, MO XXXXX
Elite Moving Labor
Initial Consumer Rebuttal
This response was provided verbally to BBB:
I do not accept the company's response and their offer of $60 is insulting. I did email them back asking them to call to discuss the issue but no one ever called. I was never offered any additional insurance, before booking the move I asked if they are licensed and insured and she said they are. I didn't think I needed to do anything else but that. Their mover literally dropped the furniture on the floor. They did not offer to do anything else to help, just asked me to pay them for the move. I wanted to talk to someone about the damage first but they said that is not the way it worked. I contacted the manager immediately after the movers left and I couldn't get anywhere except the run around. I tried to contact her supervisor but he never responded at all except to offer me $60. They never allowed me to fill out a damage claim form asking for the specifics of this piece of furniture, I don't know how they even came up with the $60. The piece of furniture took two guys to move it and the one guy dropped it so obviously it is very heavy. The money is not really the issue now, I just don't want someone else to go through what I went through. They should tell consumers that they have to purchase additional insurance because the guys they are sending are not covered under the company.
Final Business Response
Per our initial complaint response, an email was sent to Ms. ******* on March 28th. This email addressed the complaint as well as the time it took to investigate the claim. Additionally, we discussed how the damage coverage applies, the limitations of the coverage, the claims process and finally, offered a settlement solution. As of today, April 11th, we have not received an email response from the customer, which is why a follow up attempt was not made.
To address the customers individual complaints:
1) Additional insurance was never offered because we are not legally allowed to offer additional insurance. This is something only full service moving companies can offer for an additional cost. Our inability to offer additional insurance coverage, as well as resources for obtaining additional coverage through other methods, is very clearly outlined on our website under "Rights and Responsibilities". A link to this section is included in customer quote and confirmation emails and was also included in our initial response to the customer.
The "Rights and Responsibilities" section also describes our coverage, coverage limits, exclusions, limitation of liability and the claims process.
2) The claims and investigation process took 25 days. During that time our staff communicated with the customer 13 times. The claims process can, at times, be lengthy but we do communicate with ours customers about the status of their claim on a regular basis.
3) The $60.00 settlement offer was calculated based on our federally mandated coverage, Released Valuation. This coverage applies to items dropped or damaged on site at a value of $0.60/ per pound. From the initial value we then apply depreciation based on the values set by the insurance industry. Although the customer did not complete a claim form, we do maintain a weight, specifications and value database of standard household items. Based on the pictures provided by the customer we determined the item to be an armoire with an accepted standard weight of 175 pounds. After applying Released Valuation and the depreciation formula we determined that $60.00 was the appropriate compensation amount.
4) Our company, as well as any Supplier company providing services on our behalf, are licensed and insured. There is not a set standard from industry to industry that defines the word "insured", the types of insurance and coverage levels vary depending on a number of factors. Our company goes to great lengths to inform consumers about the limitations of liability associated with the moving labor industry. This information is very clearly explained in our Rights and Responsibilities section.
In summary, we feel that we have thoroughly addressed and investigated the damage claim in conjunction with our policies. Further, we have maintained consistent communication with the customer throughout the process. We believe the compensation amount offered of $60.00 is a fair and accurate figure. However, if Ms. ******* believes otherwise, she may complete and submit a claim form for the item. Once submitted, we will reevaluate the compensation amount offered. Our claim form has been attached to this response.
Damage claims are, of course, regrettable, but they are also a normal part of the moving process. It is our goal to address claims as quickly as possible and to communicate the status of the claim to the customer as often as possible.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.