We have received the above reference Bureau complaint from our customer, *** ***. ** *** Desired Settlement is “Planes will reimburse me for my damaged furniture repairs.” In her complaint, she acknowledges that she is withholding payment of $that is due
Planes. She is asking for our written assurance that we will pay for repairs to her damaged furniture before she will pay the balance due us. She states that we said we will send the debt to a third party collection agency. The rest of the facts are; we moved ** *** from the ***, *** area into our *** *** warehouse to be stored until she found a home in this area. The move into storage was in November of 2011. It remained in our facility until she called for her goods in May of 2014. In an effort to secure her as a customer and as a consideration to her, we discounted our intra-*** moving rates as well as reducing our regular monthly storage rates to fit her financial requests. The agreed contracted storage rate was $per month. ** *** didn’t pay her storage for May 2012, August 2012, nor the last full month in our warehouse, April of 2014. That is the $due us. The delinquency of money due us began two years before the delivery out was requested and the damage was claimed. As of the date of this Bureau reply, the storage due is still listed on our 90+ delinquency receivables. Actually we’ve waited about two and half years since the first storage non-payment. In her complaint, ** *** refers to us as “unreasonable”. We think not. When we operate within the state of ***, we do so under the legal authority and guidelines of the *** Association of Movers and the tariff of the Public Utilities Commission of ***. Reading from the OAM Tariff PUCO, in the section CLAI**, Item 190, Article D; “Any claim for loss, damage or overcharge shall be in writing. As a condition precedent to any claim adjustment or payment, such claim shall be accompanied by the original paid bill for transportation and the original Bill of Lading.” Also, it was explained to ** *** more than once that the receivable must be cleaned up first. Then the damage claim would be addressed. Below is just one example. This email was sent to ** *** by her Clai** Adjuster on June 9, 2014. Hello ***, Good morning, I am the clai** adjuster assigned to your claimYour claim form was received on May 29, and a review of your claim and move paperwork is in progressAs part of the clai** process, we may be required to document the damages claimedPlease do not repair, replace, or dispose of any of the ite** on your claim form. I understand that there is an outstanding balance due on your moveWe cannot finalize a settlement until the move is paid in fullI'll be your main point of contact throughout the clai** process, so if you have any questions please don’t hesitate to contact me. Best Regards, *** ***Clai** Adjuster Once payment is received, the claim will be resolved within the guidelines of the protection coverage selected by ***. We released her goods to her without the full payment due us. Something we never do. We provided discounted intra-*** transportation rates. We provided discounts off of our storage rates. We provided all our services to her on the date/dates she requested. We performed precisely as contracted. ** *** shortsighted Bureau filing is disappointing. I don’t know how much more reasonable we can be. Any further communication can be directed to me. Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Why can't they just look for and locate for my missing boxesThey are in their warehouse
Regards,
*** ***
We are in receipt of the above captioned complaint*** *** Desired Settlement is for an apology and repair of items not properly handled. The *** had filed a claim damage report with us on November 11. The damages have all been repaired and our claim file
is closed.
We regret that the *** were less than satisfied with the level of service they received. We, nonetheless, are pleased that we were able to satisfactorily remedy the issues and make the *** whole
As usual, any other inquiries or comments can be directed to me
Thanks,
Jim
*** ** ***
Director
Residential Services
Planes Companies / United Van Lines
Cincinnati-Dayton Road
West Chester, OH
###-###-#### | ###-###-####
Fax: ###-###-####
*** | www.planescompanies.com
We are responding to the *** January 20, rebuttal (included below) to our reply to their Bureau complaint. We ask that you, again, read our earlier response. We have responded to each/all of the Johnsen issues many times in the eighteen months since their move took place. Our multiple responses have been through direct mail communication with the ***, email communication with the ***, telephone conversations with the ***, and finally through their complaint filing with Revdex.com. Their descriptions and opinions of their move experience have been repeated to us many times. We have acted on each based on the facts involved. The ***, obviously, don’t like our decisions nor our actions. But continuing to publish the same critical opinions over and over provide no useful purpose. We are sorry that the *** are less than satisfied with their experience with our organization, but their opinions are not consistent with the facts. Once again, in the absence of any new information to consider our position remains unchanged. Any additional information may be directed to me. Regards,*** *** *** ** ***Director Residential ServicesPlanes Companies / United Van LinesCincinnati-Dayton RoadWest Chester, OH 45069###-###-#### | ###-###-####Fax: ###-###-####*** * ***
Dear *** ***,We are in receipt of the complaint captioned above. Our former customer, *** ***, filed the complaint claiming some items in her recent move from *** to ***, ** were lost and undelivered. She says that we denied the damage/loss claim that she had
filed upon the completion of her move. She is correct, we did deny her claim. The claim was denied because she had earlier (on delivery day) confirmed that she had received everything that had been in our custody during the move.To respond to this Bureau complaint we have attached copies of the Bill of Lading, the Household Goods Descriptive Inventory forms, and the Inventory Control Form from her move. Each bears her signature confirming delivery.The first document in the attachment is a copy of the *** Bureau complaint. After that is the Bill of Lading, Attachment #1. In the lower left of this form is the Delivery Acknowledgement. Under that heading it states, "Shipment was received in apparent good condition except as noted on inventory and services ordered were performed." On the signature line labeled "Received by Customer's Signature" is ** *** mark.Attachments #through #are the Household Goods Descriptive Inventory forms for the complainant's move. In the lower right of the form (each) is the delivery acceptance section. This section is headed with WARNING - "Before Signing Check Shipment, Count Items and Describe Loss Or Damage In Space On the Right Above." This wording mirrors the similar wording on the above form, the Bill of Lading. Her mark appears on each of these six inventory forms as the Customer Or Authorized Agent accepting the shipment. Also note there were no exceptions taken on the inventories at the time of delivery.Attachment #is the Inventory Control Form. It is another Verification of Receipt, as printed near the top of the form. Near the lower right of this form are two boxes that also confirm delivery. One is labeled, "I have checked off the Inventory Control Form." ** *** initialed that she had. The second reads, "Was everything received?" ** *** checked YES. Under those boxes is a final signature line. It, too, was signed by *** ***.On these eight documents there are ten opportunities to confirm or deny receipt of goods. Each was marked affirmative, confirming delivery, by our customer.Any additional communication re**rding this complaint may be directed to me.Regards,*** ***
In response, we are simply operating within the regulatory guidelines of the PUCO. *** was made aware of the unpaid storage charges prior to delivery from our warehouse. She claimed she was current. Again, as a courtesy, we released the contents of the storage lot without payment. She was to research her records and determine if it was, in fact, unpaid. And then she would pay. Her records agreed with ours and the storage fees were owed. She then refused to pay until the clai** were resolved. These are two separate is***s separated by several months. Her exhibits confirm that she was made aware of the process regarding open receivables and processing the claim. It has been explained many ways, many times. She just won’t comply. We refer you, once again, in part to ** ***’s Clai** Adjuster’s email of June 9 included in our initial complaint response. “As part of the clai** process, we may be required to document the damages claimed. Please do not repair, replace, or dispose of any of the ite** on your claim form”. “We cannot finalize a settlement until the move is paid in full.” Also from our original complaint response, once payment is received, the claim will be resolved within the guidelines of the protection coverage selected by ***. Regards,*** ***
[
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The condition that I have been requesting is Planes states in writing the amount in dollars the damages will coverAgain, just making sure that the customer is not left hanging out without an assurance that I will receive my damages for furniture that has already been repaired I then will be happy to pay for the last of the storage fees
Regards,
*** ***
In [redacted]’s rebuttal of January 27 she asks, “Why can’t they just look for and locate for [sic} my missing boxes.” “They are in their warehouse.” At the time of her claim filing we did a full trace of shipments through our Interstate Dispatch Operations on and about the time of her interstate shipment. Additionally we checked all inbound and outbound warehouse activity during the time period around when the [redacted] shipment came in and the timeframe when it went out of our facility. We did this as part of the claims process despite the fact that [redacted] had signed that she had received everything. A**in, the numbered inventory items were all checked off as received. There were no inventory item numbers nor content descriptions for the cartons claimed as missing on the claim filing by [redacted]. We are sorry that our customer is less than satisfied. We are sorry that she feels that our continued explanations of the facts do not resolve her complaint. But after our thorough tracing and confirming that everything was delivered (by [redacted]), we have closed the claim file. There is nothing further that can be investigated. Regards,[redacted] [redacted]Director Residential ServicesPlanes Companies / United Van Lines9823 [redacted]-Dayton Road[redacted], OH 45069###-###-#### | ###-###-####Fax: ###-###-####[redacted] | www.planesc...⇄
Dear [redacted], We are in receipt of the above captioned complaint by our former customer. The complaint text is lengthy and repetitious in content. It appears to be a collection of several different communications regarding the [redacted] experience with our company. This...
move occurred in August of 2013, nearly a year and a half ago. All of the issues stated and restated in this complaint have been presented to us prior and have been acted upon. Space forbids trying to, once again, focus on each individual point of the complaint as it has been presented to the Bureau. Instead we will move directly to the [redacted] Desired Settlement. The settlement sought is tied to reimbursement or repair of damaged items and also a monetary refund back to them on the amount they paid for our services. First, in the matter of the claimed damages, we processed their claim through our Claims Department. The items were inspected by a trained, professional claims adjuster. The third party company used for this evaluation is a member of the Claims Prevention and Procedures Council. They are not Planes personnel. Our claim settlement decision is based on their visual inspection and evaluation. A copy of our settlement letter to the [redacted] is attached here. Regarding their request for a refund on the money paid for their move; the amount of labor estimated on our original Estimate/Order For Service that was provided to the [redacted] totaled $1456.00. Once the move was completed, the actual cost of the labor required to complete the move was $1220.00. Despite the fact that we completed the move with a labor cost that was $236.00 under estimate, our customer was less than satisfied. As an additional Customer Service gesture, we sent them a refund of $212.25. They accepted our refund. That fact was confirmed on January 28,2014 when they put their mark on our Full and Final Settlement endorsement and cashed our check. While this action is new to the Bureau, the issues reported in the complaint have been presented to Planes several times prior. Each time they were measured and evaluated. In the absence of any new information from the [redacted] our position remains unchanged. Any additional comments can be directed to me. Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I find no place on your web site to reply to Planes erroneous analysis of what happened. They say the price was less than their quote, but ignore the fact that the quote was based on an entirely different size crew. We outlined the discrepancy in their charges. The partial payment they made in no way was documented as their final settlement. Their supposed independent claim adjuster is a company on their payroll. The people that came out were people who restore broken & damaged items, not investigators who can determine how our paintings were damaged. We KNOW how they were damaged; we saw the Planes employees CRUSH them into boxes that were not intended to hold paintings. And they did this WITHOUT any packing or PROTECTION around the paintings. We feel defrauded about the insurance since Planes refuses to pay any claim, even though the damages were clearly due to negligence on their part. We did not receive a single correspondence or phone call from them to discuss things outlined in our letters. They ignored our phone calls. Our move with Planes was the worst experience of our lives.
Regards,
Deborah & Lee Johnsen
Thank you for your follow up. Since †here were only two responses for me to choose, I felt this is[redacted] could be closed as long as Planes puts the damage amount in writing to me. They stated they received it -so it is simply a confirmation that they will pay me. Otherwise, as I have stated numerous times, Planes is not acting in good faith to expect the customer to pay the final payment with no guarantee of my damage payment.[redacted]
We are responding to our customer's rebuttal to our reply to his initial complaint filing with the Bureau. In his rebuttal he restates the same issues that were part of his original complaint. During and since his move nearly seventeen months ago, he has expressed his concerns with us several times. During the course of our professional relationship he has communicated those concerns to a number of people in our organization who have touched his move and/or were involved in the claims process; his Sales Representative, his Relocation Counselor, his Claims Adjuster, our Senior Claims Adjuster, our Vice President of Claims, and our Vice President of Customer Service. Our customer's claim that no one in our organization will talk to him is patently untrue.It is unfortunate that our customer is not happy with the results found by the professional third damage inspector, our Claims Adjuster, and our insurer. But the facts don't support his position. He has been made aware of the federally mandated arbitration program that is available to hear his case but chooses not to utilize it; certainly his right. His alternative path, to complain to the Revdex.com, is proving to be circular and repetitious.In the absence of any new information, our position remains unchanged.Regards,[redacted]
[redacted]
[redacted]
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We are responding to [redacted]'s rebuttal (attached) to our reply to her complaint filing with the Bureau. She claims undelivered/lost cartons during her move despite having confirmed delivery at destination. The correct, legal process for accepting destination delivery is explained to all of our customers, including the complainant, at several points during the move process. Our sales representative explain it on estimate day. Once contracted, the Relocation Counselor covers it in their initial telephone call. It is spelled out in the Counselor's initial email confirming all the facts and information about the upcoming move. Below, here, is an excerpt from our initial confirmation email to [redacted]. This is the section regarding delivery day: DELIVERY DATE & DELIVERY SPREAD?Please note that the above dates represent a delivery spread. This means your shipment could be delivered any time during this date spread. It is imperative that you give me and your van operator all possible contact numbers for you during transit and at destination so that you can be notified of the scheduled delivery date.?You must be available to take delivery on each and every day in your delivery spread; I will monitor the arrival of your shipment and give you as much notice as possible. Please be aware, the van operator can give as little as one day notice for delivery. ?DO NOT WAIVE THE RIGHT TO CHECK OFF. Use the Bingo sheet provided by the driver to check off your items as they are unloaded. Notate any missing items on the BINGO sheet. This check off will protect you in the claims process should any item be missing. Failure to complete your check off may subject you to claims denial.?Complete a FINAL WALK THROUGH prior to signing off on paperwork and releasing the crew. Make sure that all items are in the correct room, placed properly, and standard assembly is complete prior to the crew leaving. Remember to check for any damages to the physical structure of your home. Property damage must be documented on the driver’s paperwork prior to signing. Please also report the damage to me. The delivery, check-off, and signing process is covered again (verbally) by the Relocation Counselor during the 24 hour til delivery day telephone call. As we stated in our original reply, [redacted] confirmed that everything was delivered with her signature or a checkmark on every destination document presented to her. Every numbered inventory item was marked off as received at destination. In her claim filing, she did not supply us with an inventory number for the two cartons she claimed as lost. Every item in our custody was inventoried and numbered. ALL of those items were delivered. [redacted] admits signing at destination in her rebuttal. What else is there? [redacted] last sentence in her rebuttal is; “There [sic] business practice is misleading and verges on corrupt”. Throughout this full move experience, through our initial Bureau complaint response, and in this reply, no fair evaluator could find us misleading. Further, her suggestion that we “verge on corrupt” is way off the mark and totally without merit. The [redacted] Bureau filing is emotional and petty and lacks any business or professional basis. This is a non-complaint and the file should be closed as we have operated fairly and responsibly. Further communication may be directed to me. Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] Hello, I am responding to the email associated with the complaint I made against Planes Moving and Storage. I reviewed the response from the Account representative. Here are a few facts that were missing from her information. [redacted] was my point of contact and he did a fantastic job of securing my furniture and making ensuring my move went smoothly. Due to my long storage timeframe, he did offer me a discount. However, I do believe I am not the only customer that has had long term storage in which they offered a discount. I paid my moving expense immediately after the move was completed. They called and emailed me a bill for $900 stating it was from past storage. I shared that I was not aware and would review my own records. During that timeframe, I discovered that a few pieces of my furniture were damaged. I sent the clai** form in. At that time I was hoping for an adjustor or some sort of response on the damage so I could proceed with the repairs. (Exhibit #1) Following that time, I did state that I reviewed my records and Planes was correct in the storage charges. In order to ensure I would receive the damages as sent in to them, I simply ask that they give to me in writing an assurance that my damages would be taken care of . (Exhibit #2) However, as you can see from the remaining emails I have copied for this complaint, they would not give to me a statement with the amount of damages they were going to pay. (Exhibit #3) Instead the account manager, [redacted], appeared to try to strong arm me due to the fact that she represents a large company and I am a consumer of their services and must comply. Again, my only point was to ensure that Planes was going to give me my full amount due for damages. Not just say, you pay us and we will pay you. Pay me what amount and when?? [redacted] and his movers could not have been more pleasant and easy to work with. They were helpful and courteous. However, due to the back and forth with the account representative, I had nowhere else to turn as a consumer but to the Revdex.com. It is misleading and not in “good faith” that Planes refuses to state in writing the amount of damages they will pay me. I have already had my furniture repaired and have all copies of the receipts. (Again, it is less than the $900 I owe them) Yet, Planes only response is I must pay them regardless of my request. See** very one sided. If you have further questions, don’t hesitate to contact me. [redacted] Exhibit #1I sent it over two weeks ago. I appreciate your follow up [redacted]. However, your company must understand that I also need some accountability concerning my damages. They are not significant but need repair. That's why I have furniture medic coming to my house this next week to do the repairs. Thanks [redacted] Sent from my iPad On Jun 6, 2014, at 2:50 PM, "[redacted]" <[redacted]> wrote: > [redacted],>> I checked with [redacted] They do have the claim form. However, United will not process a loss/damage claim on a move that still has an open receivable.>> Please let me know how you wish to proceed.>> Thanks,> [redacted] Exhibit #2I am requesting a statement from them before I pay. I'm not asking for them to pay me now but a statement of what they intend to settle on with me. 8/5/14[redacted] I never stated I am refusing to pay. However, I do expect in "good faith" for your company to share in writing what they plan on covering for my damages. I did send a payment in to demonstrate that I am willing to pay for the remaining balance when I am assured that I will be guaranteed repair damages that I have incurred for my furniture of which your company damaged. [redacted] Exhibit #3 Yes you have explained. As I have to you that all your company needs to do is send me a statement of the damage settlement with the amount noted and I will gladly pay the final statement. See** logical and a good faith process on your part. [redacted] Sent from my [redacted] > On Oct 23, 2014, at 12:49 PM, "[redacted]" <[redacted]> wrote:>> [redacted]> I have explained on several occasions as did [redacted], that we are willing to settle your claim as soon as the balance is paid on your move/storage. Our clai** department has stated they have received your claim and it will be processed. I believe we have been cooperative to this point.>> [redacted] 9/5/14 [redacted]Likewise for me. In good faith I have paid all except this balance. I am requesting that your company even though as you have stated have separate divisions , at least give me a statement of the associated expenditures to be reimbursed for damages which was caused through the move. Once I receive that statement of assurance, I will gladly pay the remaining balance. [redacted] What do you mean my claim doesn't exist. I sent it to your company. Sent from my [redacted] > On Oct 27, 2014, at 9:58 AM, "[redacted]" <[redacted]> wrote:>> [redacted]> Your claim doesn't exist until all charges are paid. Please provide me with information on when payment will go out or this will proceed to the next collection level.>> [redacted] Learning Forever, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] I did sign the paper. The delivery man assured me all boxes where there, showed me his paper with all his markings. I believed him as there was no way on delivery day to check as the boxes were brought in. My mistake! I did give them a very detailed list of what was missing after I unpacked the boxes in my possession.. For a lenghty time they strung me along saying they would look for my missing boxes, I would not recommend that anyone use Planes Moving and Storage. There business practice is misleading and verges on corrupt.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I've called numerous times to discuss and the only response I got was go to arbitration. The cost of abitration almost covers the cost of the damaged goods so I feel they do this on purpose so they don't have to pay. As regards to the claim that the grill was not on the inventory list, there were alot of items not on the list. We were told since we were the only items on the truck it was not required to inventory every item. (told waste of time). Also, when I talked to our move coordinator I was told everything was covered. Aslo told everything was covered by the person who came to our house to do the walk through. As for the grill not being in move condition is a lie. They stated they view from the pics to determine that. Well that was after the move and after they damaged it. The gill in question is a 300 plus pound stainless steel grill. To watch their guy drag it through the yard with the wheels locked was unreal. Not prfesional at all. As for the TV not being covered, I was told by the two same people above it was even after I recieved the rejection letter. I called and talked to both coordinators and they said it was covered. When I called the claims department to talk about this they will not return my calls. I've even called the VP and his responce was to call the claims department. When I called back to say after numerous calls they won't call back, he stoped calling back. Why? To me thats hiding someting. I called the this morning acting as a new customer and talked to a rep about a move and asked what was covered under the insurance ance they said eveything. So some where some one is lieing. Why would I trust anyone to move my items if they won't protect it. I would have moved them myself.
Regards,
[redacted]
We are responding to the above captioned complaint filed with the Bureau by our customer [redacted]. Attachment #1 is a copy of the [redacted] complaint. The [redacted] complaint names "false advertising" by Planes in the representation of our damage protection products in the...
event of loss or damage during his move. The type of damage claimed by the [redacted]'s following their move is not covered under the terms of the protection option they selected. The specific claim exceptions are spelled out in the Bill of Lading, which they signed. At the time of the denial, the reasons were explained in discussions with [redacted] on more than one occasion. They were also described in our claim settlement letter to the customer. A copy of this settlement letter is also attached, here. Attachment #2.During and after the move, we performed as contracted. Following a professional damage inspection and the processing of their claim, the [redacted] disagreed with the decision rendered by our Claims Department and the insurer. In their complaint to the Bureau they have presented no new, unheard information for us to consider. Accordingly, are position remains.As [redacted] mentioned in his Bureau complaint, our decision regarding his claim is arbitration eligible. The arbitration process is described in the claim settlement letter.Further communication may be directed to me.Regards, [redacted]###-###-#### | ###-###-####Fax: ###-###-####[redacted] * [redac...⇄
We have received the above reference Bureau complaint from our customer, *** ***. ** *** Desired Settlement is “Planes will reimburse me for my damaged furniture repairs.” In her complaint, she acknowledges that she is withholding payment of $that is due
Planes. She is asking for our written assurance that we will pay for repairs to her damaged furniture before she will pay the balance due us. She states that we said we will send the debt to a third party collection agency. The rest of the facts are; we moved ** *** from the ***, *** area into our *** *** warehouse to be stored until she found a home in this area. The move into storage was in November of 2011. It remained in our facility until she called for her goods in May of 2014. In an effort to secure her as a customer and as a consideration to her, we discounted our intra-*** moving rates as well as reducing our regular monthly storage rates to fit her financial requests. The agreed contracted storage rate was $per month. ** *** didn’t pay her storage for May 2012, August 2012, nor the last full month in our warehouse, April of 2014. That is the $due us. The delinquency of money due us began two years before the delivery out was requested and the damage was claimed. As of the date of this Bureau reply, the storage due is still listed on our 90+ delinquency receivables. Actually we’ve waited about two and half years since the first storage non-payment. In her complaint, ** *** refers to us as “unreasonable”. We think not. When we operate within the state of ***, we do so under the legal authority and guidelines of the *** Association of Movers and the tariff of the Public Utilities Commission of ***. Reading from the OAM Tariff PUCO, in the section CLAI**, Item 190, Article D; “Any claim for loss, damage or overcharge shall be in writing. As a condition precedent to any claim adjustment or payment, such claim shall be accompanied by the original paid bill for transportation and the original Bill of Lading.” Also, it was explained to ** *** more than once that the receivable must be cleaned up first. Then the damage claim would be addressed. Below is just one example. This email was sent to ** *** by her Clai** Adjuster on June 9, 2014. Hello ***, Good morning, I am the clai** adjuster assigned to your claimYour claim form was received on May 29, and a review of your claim and move paperwork is in progressAs part of the clai** process, we may be required to document the damages claimedPlease do not repair, replace, or dispose of any of the ite** on your claim form. I understand that there is an outstanding balance due on your moveWe cannot finalize a settlement until the move is paid in fullI'll be your main point of contact throughout the clai** process, so if you have any questions please don’t hesitate to contact me. Best Regards, *** ***Clai** Adjuster Once payment is received, the claim will be resolved within the guidelines of the protection coverage selected by ***. We released her goods to her without the full payment due us. Something we never do. We provided discounted intra-*** transportation rates. We provided discounts off of our storage rates. We provided all our services to her on the date/dates she requested. We performed precisely as contracted. ** *** shortsighted Bureau filing is disappointing. I don’t know how much more reasonable we can be. Any further communication can be directed to me. Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Why can't they just look for and locate for my missing boxesThey are in their warehouse
Regards,
*** ***
We are in receipt of the above captioned complaint*** *** Desired Settlement is for an apology and repair of items not properly handled. The *** had filed a claim damage report with us on November 11. The damages have all been repaired and our claim file
is closed.
We regret that the *** were less than satisfied with the level of service they received. We, nonetheless, are pleased that we were able to satisfactorily remedy the issues and make the *** whole
As usual, any other inquiries or comments can be directed to me
Thanks,
Jim
*** ** ***
Director
Residential Services
Planes Companies / United Van Lines
Cincinnati-Dayton Road
West Chester, OH
###-###-#### | ###-###-####
Fax: ###-###-####
*** | www.planescompanies.com
We are responding to the *** January 20, rebuttal (included below) to our reply to their Bureau complaint. We ask that you, again, read our earlier response. We have responded to each/all of the Johnsen issues many times in the eighteen months since their move took place. Our multiple responses have been through direct mail communication with the ***, email communication with the ***, telephone conversations with the ***, and finally through their complaint filing with Revdex.com. Their descriptions and opinions of their move experience have been repeated to us many times. We have acted on each based on the facts involved. The ***, obviously, don’t like our decisions nor our actions. But continuing to publish the same critical opinions over and over provide no useful purpose. We are sorry that the *** are less than satisfied with their experience with our organization, but their opinions are not consistent with the facts. Once again, in the absence of any new information to consider our position remains unchanged. Any additional information may be directed to me. Regards,*** *** *** ** ***Director Residential ServicesPlanes Companies / United Van LinesCincinnati-Dayton RoadWest Chester, OH 45069###-###-#### | ###-###-####Fax: ###-###-####*** * ***
Dear *** ***,We are in receipt of the complaint captioned above. Our former customer, *** ***, filed the complaint claiming some items in her recent move from *** to ***, ** were lost and undelivered. She says that we denied the damage/loss claim that she had
filed upon the completion of her move. She is correct, we did deny her claim. The claim was denied because she had earlier (on delivery day) confirmed that she had received everything that had been in our custody during the move.To respond to this Bureau complaint we have attached copies of the Bill of Lading, the Household Goods Descriptive Inventory forms, and the Inventory Control Form from her move. Each bears her signature confirming delivery.The first document in the attachment is a copy of the *** Bureau complaint. After that is the Bill of Lading, Attachment #1. In the lower left of this form is the Delivery Acknowledgement. Under that heading it states, "Shipment was received in apparent good condition except as noted on inventory and services ordered were performed." On the signature line labeled "Received by Customer's Signature" is ** *** mark.Attachments #through #are the Household Goods Descriptive Inventory forms for the complainant's move. In the lower right of the form (each) is the delivery acceptance section. This section is headed with WARNING - "Before Signing Check Shipment, Count Items and Describe Loss Or Damage In Space On the Right Above." This wording mirrors the similar wording on the above form, the Bill of Lading. Her mark appears on each of these six inventory forms as the Customer Or Authorized Agent accepting the shipment. Also note there were no exceptions taken on the inventories at the time of delivery.Attachment #is the Inventory Control Form. It is another Verification of Receipt, as printed near the top of the form. Near the lower right of this form are two boxes that also confirm delivery. One is labeled, "I have checked off the Inventory Control Form." ** *** initialed that she had. The second reads, "Was everything received?" ** *** checked YES. Under those boxes is a final signature line. It, too, was signed by *** ***.On these eight documents there are ten opportunities to confirm or deny receipt of goods. Each was marked affirmative, confirming delivery, by our customer.Any additional communication re**rding this complaint may be directed to me.Regards,*** ***
In response, we are simply operating within the regulatory guidelines of the PUCO. *** was made aware of the unpaid storage charges prior to delivery from our warehouse. She claimed she was current. Again, as a courtesy, we released the contents of the storage lot without payment. She was to research her records and determine if it was, in fact, unpaid. And then she would pay. Her records agreed with ours and the storage fees were owed. She then refused to pay until the clai** were resolved. These are two separate is***s separated by several months. Her exhibits confirm that she was made aware of the process regarding open receivables and processing the claim. It has been explained many ways, many times. She just won’t comply. We refer you, once again, in part to ** ***’s Clai** Adjuster’s email of June 9 included in our initial complaint response. “As part of the clai** process, we may be required to document the damages claimed. Please do not repair, replace, or dispose of any of the ite** on your claim form”. “We cannot finalize a settlement until the move is paid in full.” Also from our original complaint response, once payment is received, the claim will be resolved within the guidelines of the protection coverage selected by ***. Regards,*** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The condition that I have been requesting is Planes states in writing the amount in dollars the damages will coverAgain, just making sure that the customer is not left hanging out without an assurance that I will receive my damages for furniture that has already been repaired I then will be happy to pay for the last of the storage fees
Regards,
*** ***
In [redacted]’s rebuttal of January 27 she asks, “Why can’t they just look for and locate for [sic} my missing boxes.” “They are in their warehouse.” At the time of her claim filing we did a full trace of shipments through our Interstate Dispatch Operations on and about the time of her interstate shipment. Additionally we checked all inbound and outbound warehouse activity during the time period around when the [redacted] shipment came in and the timeframe when it went out of our facility. We did this as part of the claims process despite the fact that [redacted] had signed that she had received everything. A**in, the numbered inventory items were all checked off as received. There were no inventory item numbers nor content descriptions for the cartons claimed as missing on the claim filing by [redacted]. We are sorry that our customer is less than satisfied. We are sorry that she feels that our continued explanations of the facts do not resolve her complaint. But after our thorough tracing and confirming that everything was delivered (by [redacted]), we have closed the claim file. There is nothing further that can be investigated. Regards,[redacted] [redacted]Director Residential ServicesPlanes Companies / United Van Lines9823 [redacted]-Dayton Road[redacted], OH 45069###-###-#### | ###-###-####Fax: ###-###-####[redacted] | www.planesc...⇄
Dear [redacted], We are in receipt of the above captioned complaint by our former customer. The complaint text is lengthy and repetitious in content. It appears to be a collection of several different communications regarding the [redacted] experience with our company. This...
move occurred in August of 2013, nearly a year and a half ago. All of the issues stated and restated in this complaint have been presented to us prior and have been acted upon. Space forbids trying to, once again, focus on each individual point of the complaint as it has been presented to the Bureau. Instead we will move directly to the [redacted] Desired Settlement. The settlement sought is tied to reimbursement or repair of damaged items and also a monetary refund back to them on the amount they paid for our services. First, in the matter of the claimed damages, we processed their claim through our Claims Department. The items were inspected by a trained, professional claims adjuster. The third party company used for this evaluation is a member of the Claims Prevention and Procedures Council. They are not Planes personnel. Our claim settlement decision is based on their visual inspection and evaluation. A copy of our settlement letter to the [redacted] is attached here. Regarding their request for a refund on the money paid for their move; the amount of labor estimated on our original Estimate/Order For Service that was provided to the [redacted] totaled $1456.00. Once the move was completed, the actual cost of the labor required to complete the move was $1220.00. Despite the fact that we completed the move with a labor cost that was $236.00 under estimate, our customer was less than satisfied. As an additional Customer Service gesture, we sent them a refund of $212.25. They accepted our refund. That fact was confirmed on January 28,2014 when they put their mark on our Full and Final Settlement endorsement and cashed our check. While this action is new to the Bureau, the issues reported in the complaint have been presented to Planes several times prior. Each time they were measured and evaluated. In the absence of any new information from the [redacted] our position remains unchanged. Any additional comments can be directed to me. Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I find no place on your web site to reply to Planes erroneous analysis of what happened. They say the price was less than their quote, but ignore the fact that the quote was based on an entirely different size crew. We outlined the discrepancy in their charges. The partial payment they made in no way was documented as their final settlement. Their supposed independent claim adjuster is a company on their payroll. The people that came out were people who restore broken & damaged items, not investigators who can determine how our paintings were damaged. We KNOW how they were damaged; we saw the Planes employees CRUSH them into boxes that were not intended to hold paintings. And they did this WITHOUT any packing or PROTECTION around the paintings. We feel defrauded about the insurance since Planes refuses to pay any claim, even though the damages were clearly due to negligence on their part. We did not receive a single correspondence or phone call from them to discuss things outlined in our letters. They ignored our phone calls. Our move with Planes was the worst experience of our lives.
Regards,
Deborah & Lee Johnsen
Thank you for your follow up. Since †here were only two responses for me to choose, I felt this is[redacted] could be closed as long as Planes puts the damage amount in writing to me. They stated they received it -so it is simply a confirmation that they will pay me. Otherwise, as I have stated numerous times, Planes is not acting in good faith to expect the customer to pay the final payment with no guarantee of my damage payment.[redacted]
We are responding to our customer's rebuttal to our reply to his initial complaint filing with the Bureau. In his rebuttal he restates the same issues that were part of his original complaint. During and since his move nearly seventeen months ago, he has expressed his concerns with us several times. During the course of our professional relationship he has communicated those concerns to a number of people in our organization who have touched his move and/or were involved in the claims process; his Sales Representative, his Relocation Counselor, his Claims Adjuster, our Senior Claims Adjuster, our Vice President of Claims, and our Vice President of Customer Service. Our customer's claim that no one in our organization will talk to him is patently untrue.It is unfortunate that our customer is not happy with the results found by the professional third damage inspector, our Claims Adjuster, and our insurer. But the facts don't support his position. He has been made aware of the federally mandated arbitration program that is available to hear his case but chooses not to utilize it; certainly his right. His alternative path, to complain to the Revdex.com, is proving to be circular and repetitious.In the absence of any new information, our position remains unchanged.Regards,[redacted]
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We are responding to [redacted]'s rebuttal (attached) to our reply to her complaint filing with the Bureau. She claims undelivered/lost cartons during her move despite having confirmed delivery at destination. The correct, legal process for accepting destination delivery is explained to all of our customers, including the complainant, at several points during the move process. Our sales representative explain it on estimate day. Once contracted, the Relocation Counselor covers it in their initial telephone call. It is spelled out in the Counselor's initial email confirming all the facts and information about the upcoming move. Below, here, is an excerpt from our initial confirmation email to [redacted]. This is the section regarding delivery day: DELIVERY DATE & DELIVERY SPREAD?Please note that the above dates represent a delivery spread. This means your shipment could be delivered any time during this date spread. It is imperative that you give me and your van operator all possible contact numbers for you during transit and at destination so that you can be notified of the scheduled delivery date.?You must be available to take delivery on each and every day in your delivery spread; I will monitor the arrival of your shipment and give you as much notice as possible. Please be aware, the van operator can give as little as one day notice for delivery. ?DO NOT WAIVE THE RIGHT TO CHECK OFF. Use the Bingo sheet provided by the driver to check off your items as they are unloaded. Notate any missing items on the BINGO sheet. This check off will protect you in the claims process should any item be missing. Failure to complete your check off may subject you to claims denial.?Complete a FINAL WALK THROUGH prior to signing off on paperwork and releasing the crew. Make sure that all items are in the correct room, placed properly, and standard assembly is complete prior to the crew leaving. Remember to check for any damages to the physical structure of your home. Property damage must be documented on the driver’s paperwork prior to signing. Please also report the damage to me. The delivery, check-off, and signing process is covered again (verbally) by the Relocation Counselor during the 24 hour til delivery day telephone call. As we stated in our original reply, [redacted] confirmed that everything was delivered with her signature or a checkmark on every destination document presented to her. Every numbered inventory item was marked off as received at destination. In her claim filing, she did not supply us with an inventory number for the two cartons she claimed as lost. Every item in our custody was inventoried and numbered. ALL of those items were delivered. [redacted] admits signing at destination in her rebuttal. What else is there? [redacted] last sentence in her rebuttal is; “There [sic] business practice is misleading and verges on corrupt”. Throughout this full move experience, through our initial Bureau complaint response, and in this reply, no fair evaluator could find us misleading. Further, her suggestion that we “verge on corrupt” is way off the mark and totally without merit. The [redacted] Bureau filing is emotional and petty and lacks any business or professional basis. This is a non-complaint and the file should be closed as we have operated fairly and responsibly. Further communication may be directed to me. Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] Hello, I am responding to the email associated with the complaint I made against Planes Moving and Storage. I reviewed the response from the Account representative. Here are a few facts that were missing from her information. [redacted] was my point of contact and he did a fantastic job of securing my furniture and making ensuring my move went smoothly. Due to my long storage timeframe, he did offer me a discount. However, I do believe I am not the only customer that has had long term storage in which they offered a discount. I paid my moving expense immediately after the move was completed. They called and emailed me a bill for $900 stating it was from past storage. I shared that I was not aware and would review my own records. During that timeframe, I discovered that a few pieces of my furniture were damaged. I sent the clai** form in. At that time I was hoping for an adjustor or some sort of response on the damage so I could proceed with the repairs. (Exhibit #1) Following that time, I did state that I reviewed my records and Planes was correct in the storage charges. In order to ensure I would receive the damages as sent in to them, I simply ask that they give to me in writing an assurance that my damages would be taken care of . (Exhibit #2) However, as you can see from the remaining emails I have copied for this complaint, they would not give to me a statement with the amount of damages they were going to pay. (Exhibit #3) Instead the account manager, [redacted], appeared to try to strong arm me due to the fact that she represents a large company and I am a consumer of their services and must comply. Again, my only point was to ensure that Planes was going to give me my full amount due for damages. Not just say, you pay us and we will pay you. Pay me what amount and when?? [redacted] and his movers could not have been more pleasant and easy to work with. They were helpful and courteous. However, due to the back and forth with the account representative, I had nowhere else to turn as a consumer but to the Revdex.com. It is misleading and not in “good faith” that Planes refuses to state in writing the amount of damages they will pay me. I have already had my furniture repaired and have all copies of the receipts. (Again, it is less than the $900 I owe them) Yet, Planes only response is I must pay them regardless of my request. See** very one sided. If you have further questions, don’t hesitate to contact me. [redacted] Exhibit #1I sent it over two weeks ago. I appreciate your follow up [redacted]. However, your company must understand that I also need some accountability concerning my damages. They are not significant but need repair. That's why I have furniture medic coming to my house this next week to do the repairs. Thanks [redacted] Sent from my iPad On Jun 6, 2014, at 2:50 PM, "[redacted]" <[redacted]> wrote: > [redacted],>> I checked with [redacted] They do have the claim form. However, United will not process a loss/damage claim on a move that still has an open receivable.>> Please let me know how you wish to proceed.>> Thanks,> [redacted] Exhibit #2I am requesting a statement from them before I pay. I'm not asking for them to pay me now but a statement of what they intend to settle on with me. 8/5/14[redacted] I never stated I am refusing to pay. However, I do expect in "good faith" for your company to share in writing what they plan on covering for my damages. I did send a payment in to demonstrate that I am willing to pay for the remaining balance when I am assured that I will be guaranteed repair damages that I have incurred for my furniture of which your company damaged. [redacted] Exhibit #3 Yes you have explained. As I have to you that all your company needs to do is send me a statement of the damage settlement with the amount noted and I will gladly pay the final statement. See** logical and a good faith process on your part. [redacted] Sent from my [redacted] > On Oct 23, 2014, at 12:49 PM, "[redacted]" <[redacted]> wrote:>> [redacted]> I have explained on several occasions as did [redacted], that we are willing to settle your claim as soon as the balance is paid on your move/storage. Our clai** department has stated they have received your claim and it will be processed. I believe we have been cooperative to this point.>> [redacted] 9/5/14 [redacted]Likewise for me. In good faith I have paid all except this balance. I am requesting that your company even though as you have stated have separate divisions , at least give me a statement of the associated expenditures to be reimbursed for damages which was caused through the move. Once I receive that statement of assurance, I will gladly pay the remaining balance. [redacted] What do you mean my claim doesn't exist. I sent it to your company. Sent from my [redacted] > On Oct 27, 2014, at 9:58 AM, "[redacted]" <[redacted]> wrote:>> [redacted]> Your claim doesn't exist until all charges are paid. Please provide me with information on when payment will go out or this will proceed to the next collection level.>> [redacted] Learning Forever, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted] I did sign the paper. The delivery man assured me all boxes where there, showed me his paper with all his markings. I believed him as there was no way on delivery day to check as the boxes were brought in. My mistake! I did give them a very detailed list of what was missing after I unpacked the boxes in my possession.. For a lenghty time they strung me along saying they would look for my missing boxes, I would not recommend that anyone use Planes Moving and Storage. There business practice is misleading and verges on corrupt.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I've called numerous times to discuss and the only response I got was go to arbitration. The cost of abitration almost covers the cost of the damaged goods so I feel they do this on purpose so they don't have to pay. As regards to the claim that the grill was not on the inventory list, there were alot of items not on the list. We were told since we were the only items on the truck it was not required to inventory every item. (told waste of time). Also, when I talked to our move coordinator I was told everything was covered. Aslo told everything was covered by the person who came to our house to do the walk through. As for the grill not being in move condition is a lie. They stated they view from the pics to determine that. Well that was after the move and after they damaged it. The gill in question is a 300 plus pound stainless steel grill. To watch their guy drag it through the yard with the wheels locked was unreal. Not prfesional at all. As for the TV not being covered, I was told by the two same people above it was even after I recieved the rejection letter. I called and talked to both coordinators and they said it was covered. When I called the claims department to talk about this they will not return my calls. I've even called the VP and his responce was to call the claims department. When I called back to say after numerous calls they won't call back, he stoped calling back. Why? To me thats hiding someting. I called the this morning acting as a new customer and talked to a rep about a move and asked what was covered under the insurance ance they said eveything. So some where some one is lieing. Why would I trust anyone to move my items if they won't protect it. I would have moved them myself.
Regards,
[redacted]
We are responding to the above captioned complaint filed with the Bureau by our customer [redacted]. Attachment #1 is a copy of the [redacted] complaint. The [redacted] complaint names "false advertising" by Planes in the representation of our damage protection products in the...
event of loss or damage during his move. The type of damage claimed by the [redacted]'s following their move is not covered under the terms of the protection option they selected. The specific claim exceptions are spelled out in the Bill of Lading, which they signed. At the time of the denial, the reasons were explained in discussions with [redacted] on more than one occasion. They were also described in our claim settlement letter to the customer. A copy of this settlement letter is also attached, here. Attachment #2.During and after the move, we performed as contracted. Following a professional damage inspection and the processing of their claim, the [redacted] disagreed with the decision rendered by our Claims Department and the insurer. In their complaint to the Bureau they have presented no new, unheard information for us to consider. Accordingly, are position remains.As [redacted] mentioned in his Bureau complaint, our decision regarding his claim is arbitration eligible. The arbitration process is described in the claim settlement letter.Further communication may be directed to me.Regards,
[redacted]###-###-#### | ###-###-####Fax: ###-###-####[redacted] * [redac...⇄