Scentsations Candles & Gifts

Complaint: [redacted]
I am rejecting this response because: agents of Johnson have been telling us for over a month that they would be...

voiding or paying these charges on our behalf with United. We have this in writing from our agent at Johnson, the only person we've worked with during this entire process. More recently we spoke with the general manager of Johnson who admitted as recently as Friday, Aug 5 that he found their error, that we should not have been charged, and that he, the general manager of Johnson Moving, would be contacting United to remove the charges. We consider this complaint OPEN until the charge of $2,587.62 is removed from our credit card in addition to us receiving reimbursement of $482.40 for our weight credit.
Sincerely,
[redacted]

The shipper’s agreement...

with [redacted] is for the shipment of 7 cartons to [redacted].  Labels were provided to [redacted] 7 [redacted] labels.  Prior to [redacted] pickup, [redacted] advised our coordinator that there were two additional pieces and asked for two additional labels which were provided. [redacted] confirmed that they were only tendered 7 cartons .  [redacted] provided the consolidation services in [redacted] and confirmed receipt of the 7 pieces on 9/1/2017 .  Those 7 pieces were placed on a pallet and shrink wrapped and tendered to [redacted].  [redacted] picked up the pallet and issued an ocean bill of lading for the pallet.  [redacted], shipping company to receive the shipment in [redacted] to customs clear and deliver the shipment, reported that they received a pallet from the [redacted] freight station in [redacted] with 7 cartons on the pallet.   As far as insurance is concerned, the client’s friend, [redacted] acting on behalf of the shipper [redacted], packed the entire shipment to be shipped to [redacted].  They provided the non-itemized inventory for the shipment.  Our insurance carrier will not accept liability for self-packed shipments.  This is explained in the terms and conditions of coverage provided to [redacted].     Our [redacted] spoke to [redacted] 11/8 by telephone.  He again explained that insurance for loss or damage is not available.  He asked us to trace the shipment through all parties.  I checked with [redacted] and confirmed pickup and drop at [redacted], confirmed [redacted] received the items and [redacted] (an [redacted]n company) acknowledged receipt of 7 pieces.  [redacted] states that there were 9 pieces picked up by [redacted]  , yet only 7 pieces were dropped off by [redacted] to the freight station.

We regret that this customer's goods were misplaced in our warehouse. We are mailing a check for replacement of the goods in the amount of $4,329.00 today. Please advise of any further questions regarding this matter.

Initial Business Response /* (1000, 9, 2015/07/29) */
We regret the less than ideal experience with our claims dept. and will have them re-initiate contact immediately to reassess the claim. We will be in touch shortly.
Initial Consumer Rebuttal /* (3000, 11, 2015/08/13) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
I vendor visited my residence to survey the damage on 6 August 2015. My understanding is the visit was also necessary to estimate repair costs and get the amount back to Johnson's. I have not been contacted to confirm or schedule repair; the damage remains at this point and I would not like the complaint closed out until it has been completed.
Final Business Response /* (1000, 15, 2015/09/15) */
Follow-up floor repair was scheduled for September 9th and we are following up to be sure it was actually completed.

Complaint: [redacted]
I am rejecting this response because:We continue to get the run around from everyone we contactseone  regaurding our missing items. We not only would like the company to locate the 1/3 of our household goods that were not delivered, but to implement better practices that don't allow so many items to be missing. There should be some type of tracking system and policy if, for example, the truck is full and left over items were placed in a labeled and locked container. The family should also be notified and an additional delivery of the remainging household goods is immediately scheduled. Why were our items not created and wrapped in plastic and why weren't we notified if items hat didn't fit in the truck? I get a different story each time I call, that's just one example. Today I was told it's a busy time of year and mistakes happen during the busy months. I understand factoring in a box or two possibly being misplaced unexpectedly but there are far too many large missing items in our situation for that to be a plausible outcome. They had to of been moved and placed somewhere or stolen. It would be nice if we knew someone was actively searching for these items and frequently called us with updates. Having to track people down ourselfs is salt in the wound of losing personal sentimental items as well as things we need for daily living. Again, we hope our household goods are located and that other families in the future don't have to manage the daily stress of lost shipments. 
Sincerely,
[redacted]

Initial Business Response /[redacted]/
We regret the inconvenience experienced during your relocation, and we appreciate your service to our country. Please send a copy of your hotel expenses to [redacted]-united.com along with whom to address the check to and where to send...

it and we'll process immediately. Sorry for the delay.
Initial Consumer Rebuttal /[redacted]/
The response to the Revdex.com complaint is as follows;
We regret the inconvenience experienced during your relocation, and we appreciate your service to our country. Please send a copy of your hotel expenses to [redacted]-united.com along with whom to address the check to and where to send it and we'll process immediately. Sorry for the delay.
I replied to this via e-mail on June 1 with lodging receipts and address as directed in the message seen above. I've yet to receive a response from them.
Final Business Response /[redacted]/
Check for hotel expense reimbursement went out last week - please let us know if not received
Final Consumer Response /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
They honored their offer to reimburse part of the cost.

The shipment being placed in a warehouse due to a hurricane was obviously not within our control.  Subsequent to that issue, the customer has asked that we return her shipment back to the origin and apparently believes we should do that at no additional cost.  Her charges to date total...

$4079.00 including the warehouse handling and storage charges not included in the original quote.  To date, she has not paid anything for services rendered.  We will release her shipment from the warehouse in Miami once we have received payment for services rendered to date, and have communicated the same to the customer.  We are also able to provide services to ship the goods back to the origin, should the customer wish to pay the additional charges for doing so.

The consumer's contract is with United Van Lines, Fenton, MO.  This complaint should be closed and the consumer should file with the Greater St. Louis Revdex.com.

The consumer was advised via email on February 1, 2017 that we needed his claim in writing before we would be able to provide settlement.  His claim was received and a trace initiated on February 21, 2017.  The settlement was complete on March 8, 2017 and check was issued to the consumer...

on March 9, 2017.

WE are unable to issue insurance on this shipment aside from total loss because the shipment was not packed by a moving company.  It is packed by owner.The shipment was booked to [redacted] but terminated it in [redacted].  We are trying to get this moved to [redacted].

If the consumer provides no consideration for services, then we would have no liability for loss or damage.  We may either refund the charges for services or we may provide settlement in full for his claimed loss.  We chose to provide settlement in full for his claimed loss as that is more advantageous to the consumer.

This customer chose our minimum release liability of 60 cents per pound per article.  Full value coverage is an additional charge on interstate moves and she chose not to request the coverage or pay the additional charge.  Our crews are all run through back ground checks prior to hiring....

 The allegations of malicious damage and theft are disturbing given our hiring processes.  The descriptive inventory done at the origin shows pre-existing scratches and dents on the refrigerator.    The customer signed at both deliveries that all items were received.The weights used to arrive at our settlement are based on industry standards.  We are sorry the customer was dissatisfied with the service and are willing to offer an additional $200.00 settlement to bring this matter to a close.

Initial Business Response /* (1000, 8, 2015/05/26) */
We regret the inconvenience experienced during your relocation and want to help. Please e-mail me your name, address, and a date and time that's convenient for us to pick up the debris and we'll make it happen. [redacted]-united.com

We received this customer's claim on May 25, 2017.  We issued a check for settlement on June 2, 2017 based on the level of coverage chosen by the customer.  The customer chose minimum release liability at 60 cents per pound per article, at no additional charge to him.  He is asking...

for settlement at full value coverage, which he did not elect, and did not pay for.  Had he chosen full value coverage, the additional charge to him would have been $12,960.00 for the duration of his storage.

Neither of the documents sent is the [redacted] mandated form "Damage at Delivery" (DAD) that was referenced in our response.We are acting as an agent for the carrier.  The carrier is conducting a trace for the missing items and will process the cargo claim.