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We have received complaint # [redacted]. After reviewing the file, we stand by our denial of the claim. This shipment was loaded on October 19, 2016, and placed into storage at Planes Moving & Storage of Columbus, OH. The shipment delivered out of storage on November 17, 2016. We received their...

claim form via mail on January 9, 2017. We requested pictures of the damages being claimed and received pictures of each item. The pictures were compared to the Household Goods Descriptive Inventory. The Household Goods Descriptive Inventory is completed in order to document the condition of the pieces before the carrier takes possession of them for transport; this document was signed by the customer, confirming the pre-existing condition of their items on load day. A review of the Household Goods Descriptive Inventory showed that the damage claimed for these items was noted as pre-existing damage. Because the damages claimed were documented before the move began, we did not provide a settlement and denied the claim.