Auto Exportero

Complaint: ***
I am rejecting this response because: the information provided by their employees is not 100% truthful. On pack day, our house was NOT packed in full, it was done half way and the packer decided it was time to go at pmThe only necessities left out for the weekend were clothes and toiletries, no food to feed my familyThere was no "operations manager" on site to make any decision about what got packed and what had to wait until MondayWe were never asked to move the vehicle from where it was parkedAnd we asked the crew multiple times if they needed us to move, but were told no and they would be fineAt the time of the incident with the vehicle, it was parked a safe distance from the *** of the trailer so I could unload what was in the vehicle, until the driver decided to *** up without any notificationOnce unloaded, I moved the vehicle to the other side of the streetWith regards to playing phone tag, that is all we did once we encountered any issues with the companyNO ONE would call us *** once we discovered all the damage doneMy vehicle has NOT been fixed, a quote was obtained in order to get an idea for the claim formThere was no offer from the company to have an inspection done on the vehicleTo this day - almost months later - the damage is still present on the vehicleWhen my husband called regarding the denial, he was met with attitude by the claims managerHe was basically asked why we don't inspect our vehicles on a daily basis for damageMy vehicle was two places that day - the house we moved out of and the house we moved toAt the house we moved out of the truck wasn't close to my vehicle, at the house we moved into, the moving truck was parked in front of my vehicle - again at a safe distance - until backing up, which caused a box (not furniture) to come out of the trailer and hit my vehicle. The only resolution I am requesting is to have my vehicle fixed, as my next step will be to file a police report
Sincerely,
*** ***

Good morning -  On pack day – there was one packer on site – normal for the unit count of the move.  The packer packed everything in the residence – leaving out necessities for the weekend since the customer was scheduled to load on Monday.  The one packer also didn’t finish the...

garage items – the garage was full and he wasn’t able to move all items out – confirm they were packed and finish.  There wasn’t enough room to do inside of the garage either.  The operations manager made a decision to finish the pack first thing Monday morning – it was completed on Monday and didn’t interrupt any of the move process for load.   The packer is a seasoned packer with Mesa – has worked with us well over 15 years. In regards to the comment on wood furniture – Mrs. did let the coordinator know that our crew placed a wooden dresser on the sidewalk (reported on 11/28-when the coordinator did a follow up call)– unfortunately a bad choice for the crew since it did cause damage to the wooden dresser.  The customer filed the claim and was paid the amount claimed for the damage of $398.00.  My sales person for this job called Mr. [redacted] on day of delivery (at 5:30pm) – he let her know that delivery was almost done and he was extremely impressed with our local driver ([redacted]) and his crew he told her they had worked very hard on the move and he couldn’t say enough great things about them.  (No mention of anything dropping on their auto and delivery was almost complete.)      On 11/28/16 (7 days after the local move portion) – our coordinator did a follow up with Mrs. [redacted] as one final check with the customer.  That is when the customer advised our coordinator that she would like an adjustment of some sort because the pack wasn’t complete on the day of pack.  Mrs. [redacted] updated the coordinator about the damage to a wooden dresser (from being on the concrete) and also let the coordinator know that a dresser  fell on their car off the [redacted] of the truck.  Our coordinator  let Mrs. [redacted] know she would check with her direct manager in regards to a price adjustment on their invoice.  She also expressed concern that this was the first we were hearing about the damage to the car and a piece of furniture falling on it.  Mrs. [redacted] advised that the crew was [redacted]ing up with the doors open and that is when the dresser fell out.  Our coordinator counseled her on the claims process and let her know she would update her on the price adjustment.  On 11/29/16 – Our coordinator called Mrs. [redacted] and let her know based on the inconvenience  on pack day we will adjust the final bill by $200.00.  Mrs. Was not happy and wanted more – Mr. advised the $200.00 was great and thanked her  for the adjustment. When our lead driver came into the office on 11/29 I asked about the move and how he felt it went – he told me that he was in the residence at one point and when he came out there was a dresser that his crew had put on the concrete – he said he addressed it immediately and they got the dresser into the house.  At that time he did notice the damage to the dresser.  I asked him if there was anything else he remembered happening on day of delivery – he said no – that the customers were very pleased and happy with him and his crew.  Then I asked about the car – he advised me that when he got to residence for the delivery portion the customer’s car was blocking where they needed to park – and he asked if they could move it.  He told me the car was parked down the street and was nowhere near the residence at time of delivery.  Our driver has worked for our Mesa location in [redacted] for 15 years – and is our best.  He is a cautious, safety oriented and communicative with operations if there is any situation that goes on at site.   In regards to the claim – it was handled out of our [redacted] office by a seasoned Claims team.  We had the original adjustor working on the claim and she has been with Mesa over 15 years – her Manager stepped in when  Mr. [redacted] called to question the denial on the auto and she explained the final decision in regards to the claim.   No one in claims spoke to Mrs. [redacted] – phone tag was played between our Claims Manager and Mrs. [redacted].   The last voicemail that our Claims Manager  received was Mrs. [redacted] threatening to call the police and report a hit and run from our company.  We, as a company, went through the proper steps on this claim.  The customer had it fixed prior to any inspection being scheduled  by our claims department.  The claim was denied from lack of proof it was our crew, customer getting it fixed without an inspection and it wasn’t reported  until 7 days after the local move was complete.  We understand everyone has a perception of how they feel their move went.   After researching the facts on this move I feel everyone did their job – and completed the move in a timely fashion.   The customer received a $200.00 price adjustment to the invoice based on their discontent on pack day – and their claim for the dresser was resolved in a timely manner (once the customer paid the invoice in full).    Please let me know if you need any further information. Thank you. [redacted]    [redacted]
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