ComplaintsforCamelback Moving Inc

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attached please.

  

  Business response

  05/07/2022

  We are currently working with the customer and the insurance company on a daily basis to get this matter resolved. 

   

  It may be a few more days before I have a longer and more formal response, but it appears the construction will be completed by next week.

   

  *******************

  Camelback Moving

  ************

• Initial Complaint

  05/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Packed 1-12-2020 **** of Lading #***** Moved 1-13-2020 **** of Landing #***** Moved 1-31-2020 **** of Lading #***** Apartment Move Moved 5-5-2020 **** of Lading Households items that were in storage moved to ******** (another mover)Packed Household items on January 12 Camelback Moved on January 13 and all our household items were stored at Camelback Moving Storage facility. On January 31, items that were separated for an apartment were delivered. This was a disaster as Camelback delivered items that were supposed to stay in storage for a long distance move to ********. They were missing several items and a dresser that was delivered was split down the top. The crew said they were not able to find a TV or other items that were not in the storage facility.On May 5, 2020 our items were picked up at Camelback moving and many pieces of furniture were destroyed and tools and other items were missing. We completed the Cargo Claim Form on December 5 and we have not heard back.

  

  Business response

  05/13/2021

  
  In response to the complaint filed by ***************************, Camelback Moving does acknowledge the timeline of events and that we did receive a mostly completed cargo claim form from her. We apologize for the delay in getting a settlement for the claim, but between being short staffed through portions of the pandemic and this being a more complicated claim, as there was another moving company involved, the process has gone longer than we intended.
  
  As with any industry, claim settlements are done based on the signed contracts and the elected coverage the consumer chooses. In the moving and storage industry, consumers are provided with a base coverage of .60 per pound valuation for damaged or missing items with options of purchasing additional coverage through 3rd party providers or using their home owners coverage. Before any service was provided this information regarding the insurance options, exposure at the .60 per pound valuation and options to purchase full coverage insurance was provided multiple times to ***************************. (Please see Exhibits 1, 2, 3)
  
  On moving day, *************************** elected her shipment to be covered at the .60 per pound valuation. Ive provided both the **** of Lading and Storage Contract which show this choice. (Please see Exhibits 4 & 5)
  
  On moving day an inventory was also taken on their goods coming into to storage. A few days after the move ******* came down to the warehouse to make changes to the items that were designated to be local and long distance. When the local move was performed, they did call to let us know that one of the tvs were not delivered. Since we still had the portion of the shipment intended to go interstate we knew the tv must still be here at our storage. We believe this issue was resolved when they picked up their items as the missing tv did not appear on the Cargo Claims form.
  
  On 4/27/2020 ********************* informed us if their intent to use another moving company for their interstate move. In this email, he expressed his appreciation and gratitude for our company. (Please see exhibit 6)
  
  On 5/5/2020 the customer had their goods picked up by another carrier North American Can Lines . Part of that process was an exceptions inventory was performed at our facility between us and the other moving company. An exceptions inventory is common in a situation like this as it gives the new carrier the ability to note missing items and preexisting damage before they take responsibility for it. Ive included a copy of this inventory for your review. The far right column notes the exceptions that were noted at the time care and custody of the shipment was transferred. (Please see exhibit 7)
  
  You can see that while there were a few items that were noted to have pre-existing damage there is no notation of any missing items. It wasnt until the new carrier delivered the ****** goods that we were notified that items were missing. Since an exceptions inventory was performed, it is standard practice that that portion of the claim should be filed with the other carrier.
  
  Once the delivery was made, the costumer did contact us to notify us of their intent to file a claim. The claims form was sent to them on 5/29/20 and was returned to us on 12/5/2020. The total weights of the items listed in the claim is 775 pounds.  (Please see exhibit 7)
  
  It is our intent to settle the claim. In an effort of good faith, we will not dispute any damages, weights 
  
  provided or missing items and pay the claim at $1.00 per pound instead of the $.60 that the client elected. This settlement would be $775.00 instead of the $465.00 that were contractually obligated at .60 per pound.
  
  *******************
  
  President
  
  Camelback Moving
  
  ************

  Customer response

  05/17/2021

  Please note the following:

  ******* has never been to Camelback Movers Warehouse, this is a misrepresentation that did not take place.

  Missing items and exceptions.  For us to identify missing and or stolen items would have required us to physically open and unpack each box and then re-pack the entire shipment which was not feasible.  In addition, we had to pay Camelback Moving for their crew during this transition from their storage facility to American *** Lines Truck Driver and Crew. We were held hostage to this demand and this was never agreed to. 

  We were in contact with ******* many times during the month of May and June of 2020. ******* did not reply to our emails and we in turn had to call him on many occasions.  We made several calls to get the Cargo Claim form, our efforts to obtain this document was difficult to obtain. Was this by design?

  We believe that during the Camelback Moving contracted move, their crew removed the items that we stated are missing.   

  In addition, the furniture that was destroyed (not repairable) was and did in fact take place under the supervision and management of our items during the period of time that they were under the direct care of Camelback Moving, not by American *** Lines as claimed.  Our furniture came out of Camelback Movers Storage facility destroyed; they had total disregard for our entire household belongings.  Pictures were taken as each item/box was removed from their facility storage.

  We have all emails to ******* and phone records for supporting documents.  Our furniture was destroyed by Camelback Movers and missing items were the last items loaded on their truck. According to the Cargo Claim Form we had nine months to complete the form (5/5/20) so the date it was received is irrelevant.

  

  Business response

  05/26/2021

  In response to the ****** response, Camelback Moving maintains that the claim for damaged or missing items would be settled based on the coverage that they elected and that were contractually obligated to. While its unfortunate that some items were damaged or missing, we believe our good faith offer of $775.00 is fair and reject any insinuation that our men stole their goods or that our claims process is designed to be difficult. Please keep in mind that this move occurred during the pandemic and that some of our process *** have been slower than normal based on employee absenteeism, but for this we do apologize.
  
  Most of the employees that packed and moved their home are still with us and have had no other accusation of theft from other clients. During the conversation ************************* had with **** on 6/18/2020, ******* responded to ***** accusations of theft by encouraging him to contact the police. He stated that and that we would support any investigation of theft and that he would still have to complete the claims form to receive settlement. To this day, the client continues to state that our crew removed items from their storage, but yet weve never been contacted by any law enforcement regarding the issue.
  
  We reject any idea that the client was held hostage as all charges were thoroughly explained and agreed to prior to services being performed.  After being notified of the client's intent to leave Camelback Moving storage using another carrier there was a conversation between ********************* and ********************* on 4/29/2020. **** explained that it was common practice that an expectations inventory needed to be performed and that we would need to un-pad and remove shrink wrap as part of that process. It was explained that 4 men would be required for an estimated 5 hours and that the billing would be at $40.00 per man per hour. On the day the shipment was transferred, ******************* who was designated by the client to have authority of the shipment, signed and agreed to pay for those charges (Please see exhibit 9).
  
  We also have the correspondence between ******* and the client from May and June and do not believe there were any intentional delays as we actually sent the claims form to them multiple times (Please see exhibit 10). We do apologize for the delay in responding to the mostly complete claims for that we received in December, but as we referenced before that was partially due to severe employee absenteeism due to covid related close contact exposures.
  
  Again, it is our intent to settle the claim. In an effort of good faith, we will not dispute any damages, weights provided or missing items and pay the claim at $1.00 per pound instead of the $.60 that the client elected. This settlement would be $775.00 instead of the $465.00 that were contractually obligated at .60 per pound.
  
  *******************
  
  President
  
  Camelback Moving
  
  ************

  Customer response

  05/27/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

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