Stevens Van Lines, Inc.

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. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I do not accept this response.First, delivery was to be June 24, then June 25, now June 26.Even the people at my hotel and new subdivision are laughing at Stevens Worldwide Van Lines.Tell Stevens Worldwide Van Lines I expect delivery on June 25....no later.I might have to take legal action if my delivery does not take place on June

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. For your reference, details of the offer I reviewed appear below
The only time I saw such form was the day of the move after everything was packed inside an wheeler semi truck It was provided to me to sign under degree sun Such forms of instruction were never emailed to me to review before the move Had that been the case I would have known exactly what was considered high inventory During the conversations on the phone before the move it was never mentioned eitherThe only things mentioned were tv's and washers and dryers Had I been provided such form to review before having the movers come into my home I would have been clear as to what was considered high inventory as the company listed I had never had movers move me before therefore I was lost as to what to expect to begin with. I believe that such form should have been provided before the move date for review as to what to expect with their company Since they failed to communicate such a ring went missing
Regards,
*** ***

Response to Revdex.com Complaint# [redacted] We are in receipt of the Revdex.com Complaint filed by [redacted] under ID# [redacted] on 7/31/2016. We have reviewed the file and find the documentation and information as follows: In regards to the damaged items, a claim form was emailed to the customer on...

7/7/16.  On 7/31/16, Mr. [redacted] submitted a cargo claim for his reported damages and the claim is being processed as contracted. We received the completed claim form for damages in the amount of $2,230.00 and it has been assigned to an adjuster. Issues involving moving and storage loss and damage must be handled thru the carrier’s Claims department. Federal Transportation laws dictates how such disputes must be handled, and prohibits the payment of a claim by the carrier until all charges have been paid.  Any chargeback activity would interfere with this process. In regards to the request for an additional adjustment for the customer service issues, we are reviewing with both our Agent [redacted] and our Operations team to get more information to see if any adjustments can be made towards customer satisfaction. We will notify the customer once a decision is reached. We again apologize for any difficulties and dissatisfaction Mr. [redacted] and his family encountered during this process and trust this response will allow you to close the case. Sincerely, Stevens Worldwide Van Lines

We are in receipt of the response filed by [redacted]
under ID [redacted]  We have reviewed the
response and find as follows:
We understand the difficulties that occur during delivery
and the time it takes to review items. We understand that many of the items are
moved or arranged after delivery and after the items have left our care,
custody and control.  Due to these reason
it is extremely important to note any damage that is clear and visible at that
time of delivery to establish that damage occurred during our handling.  We also acknowledge that there may be damage
that is concealed or packed and that would not be clear and visible at the time
of delivery and we take those cases into consideration.
There is no clear evidence that the chip to the futon
occurred during our handling of this shipment. 
However, in the interest of the settlement of this claim and as a
customer service gesture, we will allow the full cost of repair quoted by
[redacted] of $35.00. 
Attached is a copy of the check for $135.00 for the china
cabinet and a copy of the check for $35.00 as describe above.  These checks will be sent out via US Mail on
8/6/2015.
Again, we apologize for any dissatisfaction that [redacted]
may have and trust this response will resolve this claim.

Response to Revdex.com Complaint# [redacted] We are in receipt of the 2nd Revdex.com Complaint filed by [redacted] under ID# [redacted] on 8/9/2016. We are actively dealing with the aforementioned issues and complaints through our claims and customer service protocols. We have attempted to reach out to the customer and will be working towards a resolution. Stevens respectfully requests that this case be closed as we feel a resolution cannot be reached through this method of communication. We again apologize for any difficulties and dissatisfaction Mr. [redacted] and his family encountered during this process and trust this response will allow you to close the case. Sincerely, Stevens Worldwide Van Lines

Response to Revdex.com Complaint [redacted] We are in receipt of the consumer complaint filed by [redacted] under ID number [redacted]. We have reviewed the complaint and find as follows for the concerns/issues indicated: Issue#1 Inconveniences caused by Stevens being 12 days late were mostly unreimbursed....

Unfortunately delays can happen in the moving industry for a variety of reasons and delay claims do occur.  In the brochure “Your Rights and Responsibilities When You Move” provided to the customer when she signed the attached Estimate/Order for Service.   It explains under the heading Delay Claims, “Delay claims are processed when you have contracted with your mover for guaranteed service for pickup and delivery.”  It also adds your mover will outline any penalty or per diem entitlements when there is a pickup delay and/or delivery delay. The Estimate/Order for Service explains the per diem entitlement on page 2 which was acknowledged both by Ms. [redacted] and Mr. [redacted]  While we acknowledge the delay in delivery, Ms. [redacted] did not have out of pocket expenses that qualified for reimbursement as a result of the delay. Inconvenience claims are only paid for actual out of pocket expenses for 100% of hotel expense cost and 50% of meals up to a maximum of $125 per day and supported by receipts per the enclosed signed copy of the order for service contract. Ms. [redacted] filed an inconvenience claim for not being able to golf or fly fish during the time to deliver this shipment.  We have apologized for this inconvenience and have allowed a $250.00 goodwill settlement for this inconvenience. We also allowed an additional $313.31 to be offset from the account back on October 5, 2015 as a goodwill gesture. (attached) Issue#2 Unreimbursed for most damaged goods, damaged goods were estimated to be about $2500+; we were reimbursed $263.  We transported Ms. [redacted]’s goods from Castle Rock, CO to Kalispell, MT.  There were no items noted at delivery as damaged during the transportation.  The Inventory lists were signed off on by Mr. [redacted] without any exceptions noted.  There is a Warning right above where the customer signs on the Inventory list advising (before signing check shipment, count items and describe loss or damage in space on the right above) We issued compensation for the possible loss and damages that occurred during our handling of this shipment and the aforementioned goodwill gesture for the delay in delivery.  Please see the attached Claim Settlement for both claims. Issue #3 Stevens’s poor communication with the customer. Customer was notified of a service delay in the shipment delivery.  Ms. [redacted] spoke to Stevens personnel on 8/8/15 and was advised of the delay in delivery. We again apologize for the delay of delivery on this shipment and dissatisfaction Ms. [redacted] may have had.  We trust this response will allow you to close this case.  Sincerely, Stevens Worldwide Van Lines

We are in receipt of the response
to the Revdex.com complaint filed by [redacted] under case #[redacted] on 6/18/15. 
We have reviewed the response and find as follows: 
We apologize for the delay in the
delivery of Mr. [redacted] shipment.   We
have sent Mr. [redacted] an...

inconvenience claim form for the delay and we will reimburse for out-of-pocket expense per our contract.   We have a tentative
delivery of this shipment scheduled for June 26, 2015.   
Again, we apologize for this
inconvenience this has caused Mr. 
[redacted]. 
 Sincerely,
Stevens Worldwide Van Lines

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.  For your reference, details of the offer I reviewed appear below after my comments.



My comments:
I further reiterate, Stevens Van Lines is not being truthful in their business
practice of unloading personal property upon delivery; again they know their
crews will not wait for every single item to be unpacked and inspected while on
the delivery location - this process would be far too lengthy and unreasonable
therefore it is not done, period.  As a matter of fact, crews become very
agitated when delayed and only make matters more uncomfortable when you slow
them down just to unpack your valuable items; this is just impossible to do all
items and Stevens is aware of this.  It is perfectly acceptable to claim
damage later discovered after all items have been inspected when there is ample
time to do so.  This is why you general
have 70 days to file a claim with the company.  This was the case with the
futon which was fully dis-assembled and packed (covered in paper and cardboard)
when unloaded.  This was an item not needed for immediate use therefore
the damage was not discovered until 3 weeks later when final packing was
completed - this item we are still disputing and seek payment in addition to
the $135.00 for the china cabinet.  We will waive the chair claim as
settled.
Of note, when we inquired about instructions for the damage claim form and
pointed out we were not finished unpacking everything a Stevens employee, Pam,
told us that was okay to submit our initial claim and we would be able to add
items as needed on a separate claim. Stevens can say we signed all they
want.......at the time of signature all damage found at that time had been
noted. There is typically more damaged discovered when all packing is complete.
 This is our eighth move and we are well
acquainted with procedures for moving as well as for filing claims.  I find it almost comical that Stevens is
insisting that we inspect and UNPACK every item prior to Stevens leaving our
property.  We have never encountered this
before.  And this would never have been acceptable
to the unloading crew.
We will not negotiate down something that we are entitled to that was damaged
while in their care and it is shameful they have treated us this way therefore
we are seeking the proper settlement for everything but the chair which I'm
willing to concede since I'm not fully sure this damaged was caused during the
move; for all others, I am!
Regards,
[redacted]
Stevens Van Lines comments:We are in receipt of the Revdex.com
complaint filed by [redacted] and have reviewed the file and find the
documentation and information as follows:
On 7/25/13, [redacted] Moving
and Storage, Inc.  picked up and stored [redacted] belongings on a local bill of lading prior to Stevens involvement.   Stevens Worldwide Van Lines is not liable
for any loss or damage that occurred during the packing, loading and storage
that occurred prior to 5/1/15 and our involvement on.  
On 5/4/15, we delivered [redacted] belongings to his residence in [redacted].  The inventories [redacted]
signed give a warning above the signature line that states “WARNING before
signing check shipment, count item and describe loss or damage in space on the
right above.”  Exceptions were to a china cabinet, table base, [redacted] dryer and Mirror.
On 5/26/15, when the claim was
submitted for damage to several items.  The
damage claimed to the china cabinet stated that it was noted on pack out for
storage.  We have contacted Dale J. Cook
Moving and Storage and we have agreed to pay for the repair cost to the china
cabinet on their behalf.   Stevens will
issue a check in the amount of $135.00 which is the full amount of the repair
cost from the estimate from the local repair company of [redacted].  
We respectfully maintain our denial
of inventory number 87 dining room chair as the endorsed inventories note this
item to have a chip front left leg, stained soiled arm, chip left arm, scratched
rubbed rear leg, scratched rubbed front right leg.  The damage that is claimed of chip/gouge off
base of leg is consistent with the pre-existing damage noted on the endorsed
inventories.   There were no exceptions
noted at the time of delivery to establish this item changed condition during
our handling.
There were no exceptions noted at
the time of delivery for the futon to establish it changed condition during our
handling.  The first notice that the leg
was chipped was 22 days after this item left our care, custody and control,
therefore we respectfully maintain our denial of liability. 
We apologized for any
difficulties and dissatisfaction [redacted] may have had and will issue the
check in the amount of $135.00 as stated above.   We trust this response will allow you to
close this case. 
Sincerely,
Stevens Worldwide Van Lines

[redacted] <[redacted].[redacted]@stevensworldwide.com>Nov 28 to me, [redacted] Dear Ms. [redacted], We are in receipt of the Revdex.com complaint filed by [redacted] under case #[redacted], our registration number [redacted]. We have reviewed the file and find the documentation and information...

as follows: Prior to moving on 7/18/14, [redacted] was provided and signed a “Notice to Customers Regarding Inventories, Exceptions, and Disclosures of High Value items” form.  This document details the importance of the customer’s requirement to review the condition of the property before and after moving.   This document also details the use of the High Risk/High Value Inventory.  It states to list articles included in the shipment valued at over $100 per pound per article to be listed on the “High Risk/High Value Inventory” form.  On 7/18/14, a “High Risk/High Value Inventory” form was provided to and signed by [redacted], The forms states “This form is required for all items considered to be “high risk” or “high value” by either the shipper or TSP and affords both the shipper and TSP the opportunity to monitor the tender and receipt of these items.  High value items are limited to, currency, coins, jewelry, silverware and silver service sets, etc…” [redacted] signed the form and listed several items, none of which included or contained any jewelry.   The ring was not listed on the inventory or the High Risk/High Value Inventory as being tendered in the shipment.  There is no evidence to support that the ring is in fact missing as a result of our handling of this move, and therefore we maintain our denial of liability.  We apologized for any difficulties and dissatisfaction Mr. and Mrs. [redacted] may have had and trust this response will allow you to close this case.  Sincerely,Stevens Worldwide Van Lines.   [redacted]Claims ManagerStevens Worldwide Van Lines

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.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] 1. The supervisor needs to make the call. There is no excuse for a call bring promised then not made based on one sided information provided by sales manager 2. I have witnesses to my requests re: cigarette buttes, etc.3. I called multiple numbers and submitted multiple email requests. My cell phone - the only phone I use - should suffice to prove that multiple calls were made and not returned4. I have not received claim form5. Sales manager can not understand that I provided a tip. First, I was raised that way. I tipped much less than I normally would have. Second, I did not discover cigarette butts at both locations until after I tipped6. I wonder what sales manager would say to supervisor if supervisor new he took items offered from my home before move7. I do not intend to drop this matter. The crew was lazy and did not follow simple requests re: cigarette butts; items were broken and lost; sales manager yelled at me and more or less hung up when he finally returned call; his supervisor never called as promised; my cell phone and email records will validate that I made multiple attempts to reach out

Dear Ms. [redacted],
 
We are in receipt of the response
to the Revdex.com complaint filed by [redacted] under case #[redacted],
our registration number [redacted].   We have reviewed the file and the
response and find as follows:
 
The “High Risk/High Value
Inventory” form states in bold red print “CAUTION:
READ BEFORE SIGNING   This is a special inventory for high risk/high
value items.  Shipper and TSP acknowledge by signatures below that TSP has
requested a completed list of high risk/high value items and that this is a
true and complete list of high risk/high value items tendered.” 
Both [redacted] and the TSP/Driver signed and dated this form
prior to moving.   The instructions on the top of the High Risk/High
Value Inventory form state in bold red letters, “IMPORTANT 
- READ CAREFULLY;   This form is required for all items considered to
be “high risk” or “high value” by either the shipper or TSP and affords both
the shipper and TSP the opportunity to monitor the tender and receipt of these
items.  High Value items are limited to, currency, coins, jewelry,
silverware and silver sets, crystal, figurines, furs, objects of art, computers
software programs, manuscripts, comic books, baseball cards, stamps, and other
collectible items or rare documents that have a value in excess of $100 per
pound.”  We provided a “Notice to
Customers Regarding Inventories, Exceptions, and Disclosures of High Value
items” form, which provides details and the importance of the customer’s
requirement for High Risk/High Value items and the use of the form. 
[redacted], signed each of these forms prior to moving and did
not disclose the ring that is now claimed as missing.
 
There is no
evidence that the ring that [redacted] is claiming as missing
was present or that it is missing due to our handling during their recent
relocation.  We have no evidence that it was tendered in the shipment and
therefore we must maintain our denial of liability.
 
Again, we apologized for any
difficulties and dissatisfaction Mr. and Mrs. [redacted] may have had and trust
this response will allow you to close this case. 
 
Sincerely,
Stevens Worldwide Van Lines.
 
 
[redacted]
Claims Manager
Stevens Worldwide Van Lines
Phone: 989.755.3000, ext [redacted]
Phone: 800.765.3836, ext [redacted]
Fax: 989.755.0570
Email: [redacted].[redacted]@stevensworldwide.com
www.stevensworldwide.com
 
An ISO 9001 Company

We are in receipt of the response
filed by [redacted] and signed by [redacted], under case #[redacted]
and have reviewed information and find our settlement unchanged. 
 
There were no notation of the
missing items and damages claimed at the time of delivery that are now being
claim.   There is no evidence to support that the missing items or
damages that are claimed are due to our handling of this shipment.  
The damage would clear and visible at the time of delivery and we had no report
of this damage at the time of delivery.
 
We apologized for any
difficulties and dissatisfaction Mrs. [redacted] may have had and trust this
response will allow you to close this case. 
 
Sincerely,
Stevens Worldwide Van Lines
 
 
[redacted]
Claims Manager
Stevens Worldwide Van Lines
Phone: 989.755.3000, ext 437
Phone: 800.765.3836, ext 437
Fax: 989.755.0570
Email: [email protected]
www.stevensworldwide.com
 
An ISO 9001 Company

We have received the Revdex.com complaint filed by [redacted] under complaint ID of [redacted]    We have reviewed the claim and file and find as follows: In Mr. M[redacted] response he states that he was not provided the option of full coverage.   On 10/21/15, Mr. M[redacted] was provided and signed and estimate order for service which outlined the options and cost for valuation (please see attached).   When the shipment loaded on 11/3/15, [redacted] chose and signed for the valuation on his shipment to be at basic valuation of $0.60 per pound per article.   On 11/11/15, our Cleveland office received a call from the M[redacted] stating that they do not wish to have valuation for the shipment as they were having their homeowners insurance cover their goods. Stevens settled the claim based on the contract terms and the selected valuation that was chosen by the M[redacted] for this shipment and storage. Again, we apologize for any dissatisfaction Mr. M[redacted] may have experience and trust this response will able to you to close this matter in regards to Stevens. Sincerely, Stevens Worldwide Van Lines

Response to Revdex.com Case# [redacted] We are in receipt of the Revdex.com complaint filed by [redacted] under ID #[redacted] on 03/11/2014. On 2/26/16, we received claim forms from Ms. [redacted] for damages and inconvenience from the relocation with Stevens Van Lines that took place from 4/22/15-5/4/15 from...

Florida to Kentucky. Consumers are required to file their claims within 9 months of delivery of a shipment (see attached- this is found on the back of the Bill of Lading in Section 6). This information can also be found and verified on the Federal Motor Carrier Safety Administration website. The customer was also advised of us this specifically in July 2015 when we sent the initial claim forms (see attached email).  We also sent additional claim forms in January 2016, but never received a completed claim form until after the deadline. This claim needed to be filed in writing with us by 2/4/16 to be within the 9 month time frame, therefore, we had to respectfully deny liability as the claim was not submitted within the 9 months required by law. We have advised Ms. [redacted] if she disagrees with the claim settlement that she may pursue arbitration. This is the next step of the process and we have provided this information to her. In regards to items left behind at origin, the customer was advised by our booking agent that items in the attic must be brought down.  The packers will not go into the attic for items.  In addition, Ms. [redacted] realtor signed off on everything at origin as the releasing agent. We apologize for any difficulties and dissatisfaction Ms. [redacted] has had with this move and trust that this response will allow you to close this case. Sincerely, Stevens Worldwide Van Lines

We are in receipt of the Revdex.com
complaint filed by [redacted] and have reviewed the file and find the
documentation and information as follows:
 
Prior to moving on 8/13/14, Mr.
and Mrs. [redacted] were provided and Mr. [redacted] signed a “Notice to Customers
Regarding...

Inventories, Exceptions, and Disclosures of High Value items”
form.  This document details the importance of the customer’s requirement
to review the condition of the property before and after moving.   It
states that at the time of delivery, it is important for them to take the time
to note any damages or loss that occurred to their goods while in our care,
custody and control.
 
On 8/21/14, we delivered their
belongings to their residence in [redacted], FL.  The inventories Mrs.
[redacted] signed give a warning above the signature line that states “WARNING
before signing check shipment, count item and describe loss or damage in space
on the right above.”   Mrs. [redacted] also signed the Uniform
Household Goods Bill of Lading & Freight Bill which states in the
delivery acknowledgement that the “shipment was received in apparent good
condition except as noted on the inventory and services ordered were
performed.”  There were no exceptions noted on the inventories at the time
of delivery for any loss or damaged items.
 
On 11/21/14, which is 92 days
after the items left our care, custody and control, a claim was filed for
several lost and damaged items.  The items claimed as damage has
pre-existing damage that is consistent with the damage that is now being
claimed.   The executive desk list the legs as being loose prior to
our handling and there were no exceptions for damages to the desk at the time
of delivery.   We contacted the crew that handled this shipment and
they stated there were no items that were damaged or lost from what they
remembered.  There is no evidence to support that the desk changed
condition during our handling or that the damage that is now being claimed
occurred during our handling.  Therefore, we must respectfully maintain denial
of liability. 
 
The queen mattress and box
springs is listed with a pre-existing condition as soiled and stained that was
present prior to our handling.  As this condition was present prior to our
handling of this item, we respectfully maintain our denial of liability.
 
There is a claim for damages to
two bar stools, however no inventory number was provided for these items from
the customer.   In review of the endorsed inventories we do not see
where any bar stools were tendered to us in this shipment, therefore we must
respectfully maintain our denial of any liability for damages.
 
In regards to the claimed missing
items:  There were no exceptions noted at delivery for any missing
cartons.  Without notations for missing cartons, there is no evidence to
support that this carton is missing due to our handling of this
shipment.   In addition, the inventory number that was provided list
that the claimed carton was a carton packed by owner and the contents unknown
to the carrier.  There is no evidence that these items were tendered to us
in this shipment or are missing due to our handling.  Based on the above
information, we must respectfully maintain our denial of liability.
 
 
We apologized for any
difficulties and dissatisfaction Mrs. [redacted] may have had and trust this
response will allow you to close this case. 
 
Sincerely,
Stevens Worldwide Van Lines
 
 
[redacted]
Claims Manager
Stevens Worldwide Van Lines
Phone: 989.755.3000, ext 437
Phone: 800.765.3836, ext 437
Fax: 989.755.0570
Email: [email protected]
www.stevensworldwide.com
 
An ISO 9001 Company

We apologize again for the delay in delivery.   We did deliver Mr. [redacted] shipment on
6/26, as indicated in the first Revdex.com response.  
We trust this response will allow you to close this matter. Sincerely, Stevens Worldwide Van Lines

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.  For your reference, details of the offer I reviewed appear below.
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.  For your reference, details of the offer I reviewed appear below.I have reviewed the response from Stevens Movers and feel that they have not attempted in any way to resolve my complaint and make any efforts to adjust the full price of 9071.79 I was charged, which has already been paid in full by me. An additional bill of roughly $60 in extra fuel charges was sent to me and payment has been made by me on that as well. As far as I'm concerned, I have done my best to go above and beyond to accommodate Stevens and their extra charges, lack of professionalism, hesitation and lack of customer service, contract breaches and carelessness. Please keep in mind neither Stevens nor [redacted] have attempted to contact me regarding this matter in any way other than to mail me a claim form. I am eagerly awaiting to hear from an adjuster and a member of their team to hopefully reach a solution. No doubt you will hear from other concerned customers as well in the future as I work with many people who move frequently for our line of work and I am encouraging every one of them to reconsider using other moving companies in the future through a newsletter that circulates through every FAA facility in the country. This is a newsletter I help edit every month that draws a tremendous amount of business towards companies that have proven track records for superior customer service. Stevens will not make this list unfortunately.
Regards,
[redacted]

Response to Revdex.com
Complaint [redacted]
We have contacted the local office and stressed the
importance of the manager returning the call if this was promised to the
customer.  They contended that a call was
not promised and the salesperson had apologized and addressed the concerns.  We have advised the local office management
team they need to reach out to you and bring closure to this matter.  You should be getting a return call from their
manager Carmen in the Cleveland office to address your concerns.
To reach our headquarters regarding customer service issues,
the best number to call is the Customer Service Advocate line 1-888-860-4566
and the appropriate email would be [email protected].
We are not disputing your attempts to call or email the Saginaw office, but not
showing any record of receiving the messages. 
A claim form was most recently mailed out in response to
your last complaint (confirmed by Claims manager) and that is the avenue you will
need to take in regards to items that were broken or lost. The number to call
in regards to claims issues or to follow-up on is 1-800-765-3836 ext. [redacted]
Sincerely,
Stevens Worldwide Van Lines

We are in receipt of the Revdex.com complaint filed by [redacted] under ID  number [redacted],  our registration #**-[redacted].  Our customers name is service member [redacted] and this involves a military shipment of household goods under a government bill of lading issued by the U.S....

Department of Defense (DOD), which loaded on 8/1/14 and delivered on 8/18/14.  As such, the claim was settled under the rules and regulations set forth by the DOD.   The rules and regulations set forth by the DOD state that the service member must provide written notice of loss or damage to the carrier within 75 days from the date of delivery.   The service member must file a claim using the DOD software called DPS.   The service member can provide this written of notice of loss or damage at delivery or by using the DPS program.  Ms. [redacted] did not take any notice of loss or damage at delivery and the first written notice of loss or damage was received when the claim was filed on the 77 day from delivery.  As this written notice of loss or damage was not received within our office within 75 days, we denied liability as the regulations state if it is not received within the 75 days it is presumed to have not occurred during the handling of the carrier.  However, in reviewing of the file notes, it is noted that there was verbal conversation where loss and damages were noted to: fridge plug, air conditioner unit, end table, closet organizer, pottery, lamp, dresser, and a laundry basket missing.   We will accept these verbal notices of loss and damage and issue a settlement to the customer for the items we determine liability.  The check will be sent out with a letter of explanation for settlement on Monday, December 1st. We apologize for any difficulties Mr. and Mrs. [redacted] has had with this claim and trust that this response will allow you to close this case. Sincerely,Stevens Worldwide Van Lines  [redacted]Claims ManagerStevens Worldwide Van Lines