Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired the company to move my Mother from one house to another, well in the process of moving the crew came with three movers. One of the movers quit during the job but that was after they moved all of the large items from the home, ex.furniture and appliances,. Once they started moving the items into the new home we noticed the damage to her washer, scratches dents and missing pieces. I contacted the dispatcher, Diane F****,that was handling my move and she documented and I emailed her pictures of the damaged item. I was told that she was going to contact the person who handled the claims, Lynne K****** After a few days she called me and left a vmx stating she was going to send me a claim form which she did. I completed the form and maile it back to them in the envelope that was provided back in September. Ive left several emails regarding my claim be I haven’t received a claim number to check the status. The claims department is set up that nothing is stated over the phone you have to send emails, well my email chain has started on September 2, 2022 with no reply. My mother is very upset because she can’t wash due to the washer being damaged and is forced to go to the laundromat. That washer is brand new my father brought along with the dryer before he passed. I have a copy of the claim form and 6he pictures of the damaged washer if needed. I appreciate any help.
  ****** ****

  

  Business Response

  Date: 10/17/2022

  In reply to the consumer's complaint regarding her Mother's relocation and claim.  First and foremost, it is the carriers intent to always address the consumers concerns in a timely manner and according to procedures.  The relocation of the consumers mother took place on August 26, 2022 whereas a request for a claim packet from the consumer was made according to the claims department on September 2, 2022 (one week after the move).  The claim packet was mailed to the consumer the same day of the request to include a brochure titled "Claim Filing Procedures/Instructions" to serve as an aid in the completion of the form and to explain how the claim is addressed , guidelines of settlement and timeline of compliance on both the claimant and carrier.  The claim form was received and an electronic acknowledgement was sent to the consumer reflecting a ***** ****** ** **** on October 5, 2022 requesting photographs of the alleged damages.

  The brochure that was sent to the consumer clearly states that the consumer has up to (30) thirty consecutive days from the date of delivery in order to file the claim, as the carrier has up to (120) one hundred twenty days in which to finalize as based on coverage that the consumer elected to release their shipment, therefore, both the consumer and the carrier are both in compliance. 

  The settlement will be sent via USPS to the consumer as based on the elected coverage.

  We thank you for the opportunity to reply and trust this will now satisfy the concerns.

   

   

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I need them to forward the email again with the claim number. I checked my emails several times and didn’t find it anywhere that’s why we believed that there was no progress being made.  I need proof that my claim is being processed and with the claim number I can check the status periodically.  
  
  
  
  Regards,
  
  
  
  **** *******

  

  Business Response

  Date: 10/19/2022

  In reply to the consumers response.  Attached please find a copy of the emailed acknowledgement reflecting the claim number that the system generates as forwarded to the consumer as dated 10/5/22.

  Timeline of relocation:

  8/26/22 - Move date

  9/2/22 - Claim was reported (7 days after the move)

  9/2/22 - Claim packet was mailed

  9/13/22 - Claim was postmarked

  10/5/22 - email acknowledgement sent

  The consumer does in fact have up to (30) thirty consecutive calendar days from the date of delivery in which to file the claim as the carrier has up to (30) thirty consecutive calendar days in which to acknowledge, both the consumer and the carrier are well in compliance.

  As we have previously replied, this claim is being processed as based on the elected coverage and will be settled asap. Again, we thank you for the opportunity to reply.
  

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  I will have to go to the library to open the PDF files, but in the meantime I want to leave my case open until I get a resolution.  Thank you
  
  Regards,
  
  
  
  **** *******