Simple Moving Labor

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11555559, and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below.The reason that my wife and I have not followed through with SML's claim form process is because the items that were broken during the move were smaller, sentimental itemsIf I recall, SML's claim policy pays cents per pound for approved claims, which would be an insignificant amount of money.Additionally, with regard to the move urinating in the woods across the street, I would have acted IMMEDIATELY on that if I had been made aware of itMy wife and one of our friends helping with the move saw it, and I didn't find out about it until after we had completed our move and began unpackingFurthermore, SML did call me on the day that the movers loaded our truckHowever, it is important to note that the call took place just minutes after the movers had arrived, therefore I had no feedback at that point.We have been in contact with Penske Truck Rental customer escalations regarding this issue (Penske Truck Rental has a marketing/advertisement partnership with SML)They are highly upset at this incident, and if I am unable to resolve directly with SML through the Revdex.com, I will return to Penske to escalate with their senior management as wellThey were none too pleased that a company THEY recommended was performing so poorly and unprofessionally.At this time, I still 100% demand a FULL refund from SML for the servicesI am having to take precious time out of my own life and work to deal with this issue Regards, [redacted]

SML appreciates the chance to review this matter and offer a response to the service Mr. [redacted] received. On June 28, 2015 Mr. [redacted] executed the SML Service Agreement requesting the ProMover Service to help with loading and Helper Service, unloading. The... agreement accompanies this email and will be used as a point of reference as we review Mr. [redacted] ’s complaint. On 07/02/2015 Mr. [redacted] contacted SML to adjust his loading and unloading dates from 07/12 and 07/16 to 07/14 and 07/18 respectively. SML accommodated this request with no adjustments required to the Service Agreement. On July 14, 2015, our Servicing team placed our standard call to check-in on the status Mr. [redacted] ’s load. During the call, Mr. [redacted] informed the Service Specialist that the ProMovers were doing a great job; furthermore, SML received no additional communications from Mr. [redacted] on the date of service. On July 16th, Mr. [redacted] spoke with our customer service department to update his unloading schedule. He informed the SML associate that he had crawled into the truck the day after the load was completed and he realized that the crew “didn’t strap a lot of stuff down”. He then stated he spent 4 hours repacking the truck and that was going to cause them to be delayed on their arrival for the unload. Our associate apologized for the issues Mr. [redacted] experienced with the load and worked to accommodate his time change request. The unload was pushed back to an arrival of 2:30-3:30. On July 18, 2015 a Service Specialist contacted Mr. [redacted] to check in on the status of his unloading services. He complained about damage to his goods. Our associate apologized but informed him we are not liable for damage during transit per the agreement. However, the damage claim forms were still submitted to Mr. [redacted] on 07/20/2014. As of 07/31/2015, those forms have not been received. Mr. [redacted] has 90 days from date of service (until October 12, 2015) to file a claim for damages. With regards to the complaints about the load we have provided Mr. [redacted] a discount of $113 or 1-hour of service provided for the load due to his dissatisfaction and offered our sincere apologies. He requested a 2-houre discount stating the crew took a 2-hour lunch. However, with no phone records or correspondence to verify this we have no proof to justify that discount. In regards to the helpers assigned, by purchasing our Helper Service we agree to provide part-time workers who may have little or no moving experience that usually must be guided and directed by the customer. This service represents a valuable cost savings to our customers over contracting our ProMover Service. The service agreement that Mr. [redacted] signed, identified the he was aware of the service type and was in agreement with the pricing. Where we source our supply of labor is not noted, nor relevant to our customer’s specific needs. We have several resources we utilize to provide this extremely valuable service, but again, the resource is not pertinent to the customer’s request. Per our agreement we provide background checked workers to perform loading/unloading services, and that is exactly what was provided to Mr. [redacted] for his unload. As Mr. [redacted] is clear to point out what he believes the workers are paid in relation to his charges our response is that we have more costs associated with delivering a quality service than just the labor performing the service. Furthermore, he was aware and agreed to pricing when he executed our Service Agreement. The only other relevant question in how the providers performed and we have not heard any negative comments about the work the Helpers provided. In conclusion, based on Mr. [redacted] ’s complaints about the load a refund was processed in the amount of $113, or one-hour of labor provided by the SML load crew. This discount was agreed to on 07/24 and applied on 07/29. Based on our full review of the complaint we will approve an additional 1.5 hour discount ($169.50) to be refunded via check should Mr. [redacted] agree to this resolution. This will make the total of all discounts reflect 2.5 hours of ProMover labor for a total of $282.50. Upon his acceptance a check will be issued and mailed to: We sincerely apologize to Mr. [redacted] for his dissatisfaction with our loading crew. Our crews are expected to utilize all of the materials provided to ensure a safe load. We will provide feedback to the loaders and work to ensure they remain complaint in the future. Normal 0 false false false EN-US X-NONE X-NONE / [redacted] Style Definitions */

Simple Moving Labor received the Revdex.com Complaint ID [redacted] on April 25th, We have completed acomprehensive managerial review regarding customer [redacted] ’s account [redacted] is requesting SMLreimburse the deposit of $and all monies charged on the account along with a reprimand or firing ofspecific SML personnel.We have performed a quality assurance review on the call(s) available to and from Ms [redacted] to determine ifany policies were not followed and ensure the high level of customer service we expect from ourrepresentativesBelow is a timeline and outline of the calls on April 25th,2017.? 8:57am EST – Received call from Ms [redacted] inquiring about crew’s arrivalCustomer was placed on abrief hold to call our local manager to determine the estimated time of arrival (our local managerinformed us the crew should arrive within the next few minutes if they had not arrived already)? 9:00am EST – Our representative returned to the call to inform the customer of the updateMs [redacted] had stepped away from the phone due to the arrival of our crewUpon returning to the phone sheinformed our representative she was not happy, our crew smelled of smoke, and she wanted to canceldue to the delayShe was then transferred to a Service Specialist.? 9:06am EST – Our Service Specialist discussed the account with Ms [redacted] and offered to reschedulethe loading to later in the dayMs [redacted] wanted to cancel her order and send the crew away due totime constraints of her dayShe also stated the crew smelled like smoke and arrived lateShe asked forher money back and then became combative with the representative speaking to herOurrepresentative explained the cancellation policy and informed her if we canceled the account at thispoint there would be feesMs [redacted] was frustrated and became aggressiveShe demanded her moneybe refunded and threatened a chargeback and Revdex.com complaintShe was demeaning to our employeeand called her “stupid”, threatened to “slash her name everywhere”, said she was “full of st”, andthen called her a “bh” multiple timesIn addition, Ms [redacted] said, “I will find every way I can to trashyour company at this point”Call was disconnected after multiple verbal attacks directed at ourrepresentativeThis specific conversation was minutes and seconds in length.SML fully understand the stressors and frustrations of movingHowever, the verbal abuse and language usedduring the call was not appropriate or necessaryOur crew arrived before the end of the arrival windowThearrival window was set and agreed upon by both SML and Ms [redacted] upon bookingAs stated within ourProMover Terms and Conditions, “SML implements a 72-hour cancellation policy; any scheduled job within thistimeframe that requires date/time changes or is cancelled may be subject to forfeiture of depositAdditionalfees may apply if crew(s) has already been dispatched at time of cancellation or date/time change.” SML hasmet all obligations to Ms [redacted] and consider the matter closed

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. I appreciate the plan for a change in wording but hope that their employees are further trained to give accurate information during booking. Regards, [redacted]

SML received the rejection of our offer to settle the Revdex.com Complaint ID ***SML understands Mr*** *** has reinstated his request to be reimbursed $for damages.As stated previously, damages were not noted on the work ticket from the loadingSML was not contacted with any concerns during the duration of the loadingWe did not receive any communication from the customer about concerns or disapproval of how the truck was loadedMr***’s complaints were filed after arriving to his unload locationAt that time, the truck had been driven roughly 2,413-miles over a period of eleven days (March 23rd through April 2nd)Per the loading work ticket signed by the customer the truck was loaded properly, using the blankets & straps to protect and secure his household goodsUnder the Customer Comments section, Mr*** noted, “A great team, can they come to the Tacoma and unload for us?” In addition, the customer noted all Customer Experience boxes as “Excellent”Every indication provided to SML about the performance of the loading crew suggests a professional team of ProMovers performed beyond the customer’s expectations.Mr*** noted in his reply, “While nice people, the loading team was grossly negligent in loading our furniture such that there was direct wood-to-wood contact throughout the 2500-mile driveNone of the furniture was fully wrapped with the materials provided”Our crew used all available blankets to protect the customer’s furnitureAll protective materials are to be provided by the customer and SML found there to be inadequate protective materials available for our crew to “fully wrap” the furnitureBelow are pictures depicting how the truck was loaded and of the damaged furniturePictures were provided by both the loading crew and customerThe damage which occurred is substantial based on quantity but not severityNegligence or inexperience is not apparent from the type of damages representedWood rubbing is the most common damage exhibited and nothing is irreparably damagedSML received, reviewed and ultimately declined Mr***’s damage claim per our defined liability (no damage occurred during the actual loading process, damage occurred during transit)Attached is a copy of the signed Service Agreement and work ticket for reviewLiability is clearly defined on both documents, “Simple Movers and its vendors are liable for damage during the load and/or unload ONLYDamage which occurs during transit is not covered for any reason under any valuation.”SML understands the frustration and worked diligently to find a serviceable solution for Mr***Our office prides itself on providing the best overall customer experienceIf/when things do not go as planned, we welcome the opportunity to make matters right in the customer’s eyes whenever possibleThe offer of $is an offer of goodwill to assist our customer with repair costs

I have reviewed the response made by the business in reference to complaint ID 10596499, and have determined that this does not resolve my dispute until I have received the promised check in the amount of $within days from SML directly.Upon receipt of this mailed check, I will consider this complaint to be resolved and will close it out with the Revdex.com at that time and not beforeShould you have any questions, please feel free to phone me at ###-###-####

Complaint: ***
I am rejecting this response because:The terms provided after contract invalidate the contract itself, and their actions are in direct violation of their own terms The same copy of the work order was provided to me, however, this document has been altered from the version I had signed in April, and that has already been reported to the company Their continued use of this altered document, now to a public organization just continues to highlight fraudulent practices by the company
Regards,
*** ***

Again, we do apologize that damage occurred during Mrs
***’s move. However, we have shown
via our documentation and previous response that we are 100% compliant to the
agreement and valuation option Mrs*** selected regarding damaged
items. The $per pound valuation is
the Federal minimum requirement for carriers of HHGs, and is standard RVV. Furthermore, we compensated Mrs*** to
the penny what she asked for regarding her scratched vehicle
In an effort to extend an olive branch SML will, at its own
expense, extend an additional customer service discount of one hundred dollars
($100.00) to be paid via check if accepted by Mrs***. This is our final offer of settlement and we
do hope it will meet with the customer’s approval

In an effort to resolve this matter so both Ms*** and
SML can move forward we will refund the $she has requested. We stand firmly behind the calculation of
fees and discounts applied to our customers.
We have provided this great discount to thousands of happy customers and
had no issues with the interpretation of these charges until this point.
As a result of Ms***’s complaint we will be adjusting
the language in our Service Agreements moving forward to avoid this type of
confusion from occurring again. While we
feel that we have provided sufficient evidence that Ms*** was billed the amount
she agreed to pay and we figuratively bent-over-backwards to satisfy her last
minute moving needs, we do not wish to prolong this argument
Upon her acceptance of this resolution we will issue the $
refund to her credit card. We wish Ms
*** the best of luck in her new home

We have made a more than generous offer considering all of
the facts placed forth in this mediation. $refund, take it or leave
it

Simple
Moving Labor received the Revdex.com Complaint ID *** on December 9th,
We have completed a comprehensive managerial review regarding customer ***
***’s Loading on November 16th, Mr*** is
requesting SML waive the agreed upon terms and conditions and pay an
additional
$for a total of $to reimburse him for damages sustained to his
household goodsMr
*** *** arranged for loading and unloading services via our online
portalOnline customers are required to agree to SML’s Terms & Conditions
before completing his purchase online, and if they have any questions or
concerns, are instructed to call our offices to discussSML reached out to Mr
*** to ensure we answered all and any questions he had before his move
but had to leave a messageWe did not hear from Mr*** until a day
after his unloading was completed when he called in to inform us of some damage
to a few itemsSML’s claims forms were sent and then returned to our claims
departmentAfter reviewing all relevant information, the determination was
made that Mr***’s claims request did not meet the requirements to be
covered under our Released Value Valuation coverage due to the damages
occurring during transitHowever, SML wanted to make every effort to ensure we
find an equitable solution and provided a $customer satisfaction checkSML’s damage
coverage is clearly stated within the Service Agreement, “All damage claims must be filed within days of your jobWith the
purchase of our ProMover Service, Simple Movers and its vendors are liable for
damage during the load and/or unload ONLYDamage which occurs during transit
is not covered for any reason under any valuationWe will fix or replace your
item(s) for damages at a rate schedule of $cents per pound per item as
determined by the US DOT standard weights and measures” SML is not required to provide any coverage on
Labor Only servicesA moving company that does not provide transportation is
not required to provide any type of insurance or valuation coverageHowever,
we believe that a professional moving service should have some level of
liability for the services providedTherefore, we voluntarily abide by federal
tariff laws to provide basic Released Valuation coverage on all moves, the same
coverage that a full service moving company must provideThis is a default
coverage of up
to $per pound for damage to household goods caused by the
movers while on location.SML
denied Mr***’s claim based on a few factors: No damage was listed on
the loading work ticket, damage likely occurred during transit, and the
customer noted on his initial service request for his unloading that, “[the unload] Same as loading, except 20%
fewer items, as I will offload some furniture and boxes at mother's assisted
living center beforehand” indicating items were unloaded and the truck was
manipulated by the customer previous to any damages being noticedDue to these
factors we were not able to approve his claimHad Mr***’s claims
request been fully approved for payment, his claim would have consisted of: a Wardrobe
Chest lbs., Footboards/Headboard/Sideboards lbs., an Entertainment
Center lbs., Desk Top lbsCombined to be lbspaid at $.60per lbsper
item equaling $SML
extended the $Customer Satisfaction check to assist with any necessary
repairs to his Mr***’s damaged itemsWe advise reviewing your
homeowners or renter’s insurance, if applicable, for any additional coverage
they may assist with the repair of your household goodsPictures and documents
have been attached for reviewBest Regards,*** ***Customer
Experience Manager

Simple Moving Labor received the Revdex.com Complaint ID *** on February 17th, We havecompleted a comprehensive managerial review regarding customer *** ***’s Unloading on11/14/*** *** is requesting SML reimburse her for all costs related to the damage andrepair to a curio
cabinet.Ms*** left her job site multiple times during the unloading, leaving her understanding of eventsincompleteShe did not witness how or when her curio cabinet was damagedShe documented thedamage to her curio cabinet on the work ticket but also noted, “Sorry for the broken glass.” Inaddition, Ms*** in her summary, called the the crew “Gentlemen” and stated they were “Great”and “on time.” I have attached a copy of the work ticket to this response.At no point during her unload did Ms*** express any concerns about her crew members beingimpaired by drugs.Our damage coverage is clearly stated within the Service Agreement, “All damage claims must be filedwithin days of your jobWith the purchase of our ProMover Service, Simple Movers and its vendors are liablefor damage during the load and/or unload ONLYDamage which occurs during transit is not covered for anyreason under any valuationWe will fix or replace your item(s) for damages at a rate schedule of $cents perpound per item as determined by the US DOT standard weights and measures.” I have attached a copy of aletter received from Ms*** on the 17th of FebruaryThis letter is dated February 2, and included thecompleted claims forms but not an estimate for repair.SML agreed to pay Ms*** the full total of her damage claim at the contracted rate of cents perpound per item despite her failure to submit her claim within the agreed upon 90-day windowWehave not approved her damage claim but did issue a courtesy customer service check for $45.00,We could not approve the damage claim due to window being elapsed, but wanted to extend as acourtesy to go beyond our obligationsHowever, the unload address is not a residence and a newcheck will be issued after receiving an updated mailing address for Ms***.Best Regards,*** ***Customer Experience Manager

Complaint: ***
I am rejecting this response because: before the move when we talked with the SML representative we gave our concern on what would happen if some thing was damagedShe assured us that they were licensed, bonded and insured and highly trained and that we had nothing to worry about Nothing was said about only being paid $a pound on damaged goods! So they dropped our $refrigerator, is that what they call highly trained? Only paying us $for damagesIs that fair? Our estimates to repair the refrigerator was for over $ We put our trust into this company and they did not comply! If they stayed a half hour later they should have as they spent doing nothing for over a half hour talking on the phone and then discussing the incident. These men were not professional as we were told they would be! If we would have known this we would NEVER have hired SML!!
Regards,
*** ***

SML received the consumer complaint in reference to services rendered for *** *** *** on April8th, We have completed a comprehensive managerial review regarding SML customer account 247135associated with the Revdex.com Complaint ID ***.Dr*** set up his order through our Simple
Moving Labor online portal system on 03/31/Heplaced a request for three ProMovers to assist with the loading of a 26’ Penske truck on 04/08/Ouronline portal system is set up to ensure our customers have a quick and easy way to request service from SML.One of the required steps within the process of booking online is reading SML’s Terms and ConditionsOnceread, the customer is required to check a box indicating they have read and understand our Terms andConditionsThis step must be completed before proceeding further.SML, per our Terms and Conditions, is not responsible for damage caused to items in transitThese Termsand Conditions were agreed upon by Dr*** when he checked the field indicating he had read andunderstood SML’s Terms and ConditionsSection Two of our Terms and Conditions states, “…Customerfurther acknowledges that if any damage occurs during the loading and/or unloading process, Customer shall immediatelynotify the lead loader/unloader, and require that the damage be noted by the lead loader/unloader in writing with a fulldescription of the damage and how it occurredFailure to document on the work ticket any property damage prior to theirdeparture will forfeit any claim of damage to the property against SMLWith the purchase of our ProMover Service, SMLand its vendors are liable for damage during the load and/or unload ONLYSML’s limited liability is a, free of charge,company provided valuation - it is not insuranceSML’s valuation ends immediately upon crew jobsite departureIfdamage occurs to your household goods while a SML crew is actively loading/unloading your items, SML’s valuationcoverage is limited to a rate schedule of $per pound per itemDamage which occurs during transit is not covered forany reason...” A full copy of SML’s Terms and Conditions has been attached to this correspondence forreviewThe work ticket from Dr***’s order does not indicate any damage occurring during the loadingand a copy of the work ticket has been attached for review.Dr*** called on the day of his move to inform us only two of the three requested ProMovers arrived athis loadingWe reduced the price to our two ProMover rate of $for the first two hours and $perhour for any time beyond the two-hour minimumAt no point during this call, or on the day of his loading,did he inform SML of any damages or concerns about damagesSML was first made aware of damageconcerns on the day of his unload 04/17/(unloading was not performed by SML)He called our officesand left a message at 12:37am requesting a callback once our offices opened to discuss the damages andinforming us “if this is not addressed and compensated for, he is getting a lawyer.” We called Dr*** thatmorning and left a message informing him our claims paperwork will be emailed to him and requested acallback to discuss the issue.All claims paperwork was returned to us in a timely mannerThe customer included itemized pictures ofhis damaged goodsThese pictures can be reviewed by clicking the following link: ***DamagePicturesOur local manager provided additional feedback, and pictures taken during the loading, for reviewOurclaims department reviewed all available information and determined the damages solely occurred duringtransit or unloadingBased on these findings, Dr***’s claims request was denied in fullHowever, SMLoffered a $customer service credit to Dr*** in an attempt to be amenable to his situationThecheck was mailed and Dr*** was notified of the claims denialThe customer then contacted SML andwanted the situation investigated further as he was not happy with the claims denial or offer of $150.00customer service check.Further review was conducted by SML’s upper managementWe found the damage to be substantial based onquantity but not severityWood rubbing is the most common damage type and nothing is irreparablydamagedThere is no evidence of gross negligence or incompetence by our loading crewBlankets wereutilized and furniture was placed within the truck in a well-organized mannerThe customer provided fourdozen furniture pads for the loading (along with several personal blankets)The crew utilized the blankets andloaded appropriatelySML strongly suggest sixty-five furniture pads be available for use on a 26’ truck.Additionally, Dr*** actively participated in the loading of his truckHe informed us during the initialcall that due to one of our crew members not arriving to the loading he was required to assist and act as thethird moverThis information was confirmed by the crew on siteThe crew also informed us that towards theend of his loading, it became apparent that all of Dr***’s items were not going to fit onto the truckThecrew and customer worked together to fit as much onto the truck as possibleBelow are two pictures, providedby the crew, that demonstrate how the truck was loaded and how full the truck wasSML is sorry that items were damaged during our customer’s relocationHowever, we will not reverse thedecision to deny the claims payment based on the customer’s items being damaged in transit and not duringthe loading performed by SMLWe have made multiple attempts to work with Dr***Dr***’stotal bill for service was $We discounted $from that price due to our crew arriving with two ofthe three scheduled workersThis brought his total down to $SML offered an additional $150.00payment due to his dissatisfaction with the service and the denial his damage claimsThis check was mailed tothe customer, and then returned to SML, upon the customer’s requestA final offer was extended to refund allmonies paid to SMLThis offer was not proposed in hopes of making Dr*** “go away”This offer wasan earnest gesture to help rebuild trust in SML and assist with the cost to repair or refinish his personalpropertyThis offer still standsWe will refund the remaining $upon the customer’s acceptance of theofferIf this is accepted, please notify SML via a reply to the Revdex.com or feel free to call me at *** ***

The check was mailed via certified mail on Friday, May 8th. Please update your response to the Revdex.com upon receipt

It is evident by the above pictures that some items were rearranged before arriving to the scheduled unloading performedby our crewThe large Ficus tree has clearly been repositioned within the truckThe items at the head of the truck are wellstacked and as stated by Mr***, did not move during transitThe items at the tail of the truck are all loose nonstackablehousehold goods which were loaded to the best of anyone’s abilityThis is not a job performed by vagabonds orday-laborers, but a job performed by a professional crew of dependable movers.SML’s Terms & Conditions are written to be clear, concise, and easy to readWe provide damage coverage above theindustry standard to commit to our customer’s needs before, during, and after their moves have been completedAll fullservicemovers (mover provides truck or trailer) are required to provide valuation coverage at a level determined by theirrespective state lawsThe maximum Released Value Valuation requirement of any state is $cents per pound per item.Even though SML is not required to provide any valuation options on labor only accounts we choose to provide top levelcoverage at no additional chargeHowever, we are solely responsible for damage which occurred during the loading orunloading processOnce we have been dismissed from a jobsite, SML cannot be held accountable for any damage whichwe were not notified of before our departure.There are alternative damage coverage sources which should be considered and consulted that may assist with the repaircost to your household goodsI urge you to speak to the provider of your homeowner’s insuranceEven if you havecanceled your policy due to the move out of state, there may be extended coverage which will assist in the repairs to youritems.At this time, we would like to offer you the full payment of your denied claimYour claims request is still denied but wewould like to offer the full and total amount which have been paid if approvedWe understand this is not a significantincrease to the offer we have previously provided, but by matching the payment amount of your damage claim, we hopeyou are able to recognize our dedication to our customersThis offer would bring your total customer satisfactionreimbursement to $You may message SML through the Revdex.com or feel free to call ###-###-#### to reachme directly

SML received the consumer complaint in reference to services rendered for *** *** on May8th, and May 10th, We have completed a comprehensive managerial review regarding SMLcustomer account *** associated with the Revdex.com Complaint ID ***.Ms*** states in the complaint,
“I have two immune disorders and these people damaged antiquebed boards and stained two pieces of furniture and they didn't wrap the pieces and now they havescratches and damaged an antique chairThe way you HAVE TO put in claims in you need a scanner andif you don't they will not EVEN LOOK AT THE DAMAGEThey disassembled our couch and damaged themotorThese people are crooks and they damage your property and REFUSE TO CONSIDER THEDAMAGE”She is asking for $in reimbursement to settle her account and noted our loading crewshould be fired.SML makes every attempt to accommodate our customers during the claims processWe understandthe frustrations of having to review and note each item involved within a claimWe offer multipleavenues to provide pictures of damaged items for the claims process including but not limited to:Fax copies of picturesMail printed picturesPost pictures to a Google Docs pagePost pictures to a DropBox filePost pictures to any verifiable file sharing siteEmail Digital Pictures.As part of our claims process, each customer is required to provide a minimum of one picture displayingthe damaged item(s) to be considered for coverageIf this is not possible due to the required disposal ofthe HHG or an unforeseen unavoidable circumstance, SML will take special considerations whenreviewing the claimMs***, as far as we are aware, did not warrant these considerationsWe haveyet to receive any pictures from the customer displaying the damage to her itemsHowever, if you referto the pictures provided by our loading crew, we see an exceptionally well-organized truck and show allfurniture wrapped in both blankets and shrink wrap.We were made aware of her concerns during her unloading on May 10th, She called in atroughly 12:CDT to inform us of some damages to a love seat (oil stains) and a footboard(scratches)We informed MS*** about the claims process and sent paperwork to becompleted and returnedShe called again on May 30th, and informed us she would becontacting a lawyerWe received her claims paperwork and a letter from an attorney on June5th, A copy of the letter has been attached for review and the response letter has beenattached as a file.As stated in the Service Agreement signed by Ms***, SML does not cover damage whichoccurs in transit nor do we warrant the mechanical or condition of appliances or electronics,“Damage Claims: All damage claims must be filed within days of your jobWith the purchase of ourProMover Service, Simple Movers and its vendors are liable for damage during the load and/or unloadONLYDamage which occurs during transit is not covered for any reason under any valuation…Shipperunderstands that the loader/unloader is not responsible for ceramic, granite, or marble and does notwarrant the mechanical condition of appliances, or electronics, as there is no way for the loader/unloaderto know the operational ability of each item prior to the move.” A copy of the signed ServiceAgreement has been attached for review as well.We have discussed Ms***’s grievances through multiple sourcesMs*** filed achargeback through her credit card company, a demand letter from a law firm was received andreplied to, a file was lodged through a review company, and we have now received a Revdex.comcomplaintMs*** has requested anywhere between $to $in reparations for herissuesAgain, we must state, the oil stains on her chair could not have possibly been caused byour crew, we do not guarantee the operability of her mechanical chair, SML would haveconsidered the damage to her bed boards but we did not receive any pictures of the damages.The pictures we did receive clearly display well-protected household goods, that were wellorganized and placed carefully into a truckSML considers the matter closed.*** *** ***Simple Moving Labor

Ms***, Thank you for the quick responseThere are multiple options for our customers to provide pictures or information to usWe understand there are many variables to each move we perform and are always respectful of possible limitations of our customersSML works with our customers to find solutions before, during, and after their moves for any and all issues that ariseMoving is stressful and our goal is to take some of that stress awayHowever, to accomplish this, we must have an open communication chainWe are saddened to know you feel "we are crooks" and ones relation to god is a personal matterAll policies and procedures were agreed to prior to booking and followed throughout your moveSML has made every attempt to work with and not against you, but without providing us with any information about the damages we are unable to assist you any furtherWe have received and replied to both your lawyers demand letter, to the charge-back initiated through your credit card, and now through the Revdex.comFeel free to call me directly at ###-###-#### to discuss further Respectfully,
*** ***

SML received Revdex.com Complaint ID *** for *** *** on June 27, The consumer complaint is inreference to services rendered on May 27th, As stated within the complaint, Mr*** is seeking areimbursement of $for damages to his House Hold Goods (HHGs)Additionally, Mr
*** feels 45minutes of the billed loading time was not used effectively due to the crew not following his instructionsWe havecompleted a comprehensive managerial review regarding SML customer account 255575.Simple Moving Labor provided loading assistance in Chicago, Illinois on May 27th, and unloading assistanceon May 28th, for Mr***SML was made aware of possible damages on May 30th, by Mr.*** and SML’s claims forms were sent to the customer on the same dayAll claims paperwork wascompleted and returned by the customer in a timely mannerMr*** provided the following Dropbox linkto share pictures of his damages - Jef*DamagePicsThe account review by our claims representativewas completed on June 13th, and the customer was notified of the denial shortly thereafterDue to multiplefactors Mr***’s claims request was denied by our claims departmentBelow is a list of the causes fordenial.• No notification of damages on the day of loading• No evidence of gross negligence or incompetence by our loading crew• Pictures provided show a well loaded truck utilizing blankets and packing material• Damages occurred during transit and not during the loading• Customer provided extensively positive feedback about all crews providedPer SML’s service agreement, “With the purchase of our ProMover Service, Simple Movers and its vendors are liable fordamage during the load and/or unload ONLYDamage which occurs during transit is not covered for any reason under anyvaluation… If any damage to the property occurs please point it out to the lead mover immediatelyFailure to notify theloaders/unloaders of any property damage prior to their departure will forfeit any claim of damage to the property againstSML” A copy of the signed Service Agreement and the work ticket from the loading for Mr***’s accounthas been attached for reviewThere is no indication of damages written on the work ticket from the loadingTheonly comment placed on the work ticket was a compliment to the loading crew stating, “Great*** and hiscrew were terrific”.We received pictures from our loading crew that display a well-organized truck which was carefully loaded.Moving blankets, tie-downs, and shrink-wrap were all visibly utilized by the crew to protect the customer’sbelongingsThe pictures are displayed on the page below (pictures are not in sequential order)The majority ofthe damage shown in the pictures provided by the customer (see link) are typical of wood rubbing during transitand do not indicated damage occurring during the loading processThe damage which occurred to the toybox isregrettable but not something that could have been prevented by our crewLuckily none of the items appear to beirreparably damagedSML is always saddened to know items were damaged during our customer’s relocationIn cases where webelieve our crew could have done better, or missed an opportunity to prevent the complaint, we seek to resolve theissue even if we are not liableRegrettably, we are not able to reverse our claims denial and do not find cause tooffer alternative recourse for Mr***As a customer service gesture, we would like to offer 20% off his nextmoveThe 20% off would be listed on his original order account To claim the discount, he would solelyneed to mention the original account and we would locate the offer within the notes

Complaint: ***
I am rejecting this response because: It is unacceptableI hired professional movers and what I thought was a reputable company recommended by *** *** ***, and I expected them to have the proper insurance on moving other peoples personal property I paid them in advance, and I demand they repair the piece their employees broke, while high on the job.
Regards,
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