Stevens Van Lines, Inc.

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]
I was promised a call and never received it. The sales manager was rude, borderline nasty, on the phone. I am still waiting for the call. I think National should contact me. That is good customer service. I did finally receive a claim form.

Response to Revdex.com Case#:  [redacted]
We are in receipt of the Revdex.com complaint filed by [redacted] regarding her move that took place on Thursday, July 16, 2015 and have
reviewed the file.
The customer alleges the crew was lazy, sloppy, missed
things that were pointed out multiple...

times, left cigarette butts and other
trash at both ends of the move, rushed the move in, broke a bed frame and did
not report it, and seemed to lose a box. 
However, for all these complaints and concerns, she managed
to tip the driver and his 3 additional crew members $80.00 each.  According to the driver’s account, the
customer was extremely happy that the crew beat the estimate that was provided
to her. They completed the job an hour earlier than the projected estimate so
it doesn’t appear lazy is an accurate description.   It also seems hard to believe that a customer
with this many issues would reward a moving crew with a substantial tip given
her complaints. She claims that she tipped the crew before discovering some
issues and a racist comment.  The driver
said the tip was received at the end of the move as normal and denies that any
racial comments were made.
According to our salesperson, he received a call from the
customer the day after the move (Friday, July 17, 2015) saying the driver
offered to pick up boxes when she finished unpacking.  He admitted he did not return her call right
away as the message did not appear to be time sensitive.  She called back the following Tuesday, July
20, 2015 and left a message.  The
salesperson returned the call within 20 minutes and had a lengthy conversation
with her.  At this time, we first of
learned of her complaints and it seemed to him that the story was fabricated or
at the very least exaggerated to get out of paying some of this bill for the
service provided. He maintains he never yelled at or threatened her and advised
she could file a claim for any damages.
She also mentions that the Sales Manager took (was offered
by her) items from her home when did estimate when “offered” and behaved horribly.
The salesperson said they had a great meeting during the initial walk thru; so
much so, she gave him 4 pictures for his son’s playroom. 
The salesperson apologized for the suspected damage and
maintains no racist remarks would have ever been said amongst the crew.  The driver has been working with this crew
for a minimum of 3 years and they have a great relationship.  They are for the most part a quiet professional
group with no history of incidents.
In our opinion, her case seems to lack credibility and
validity.  Her desired settlement:  to return calls, own problems, fix problems,
apologize and reduce bill significantly. As far as the customer service complaints,
her call was returned and the salesperson apologized for the suspected damage.  As far as fixing and owning the problems, she
can file a claim for any damages done to her goods or regarding a missing box
as explained by the salesperson.  Billing
was under estimate and no additional reduction will be given.
We apologize for any difficulties and dissatisfaction [redacted] may have had and trust this response will allow you to close this case.
Sincerely,
Stevens Worldwide Van Lines

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory 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.  For your reference, details of the offer I reviewed appear below.
I especially take issue with the Stevens representative's last rebuttal where he/she stated: "The statement regarding Stevens Van Lines overriding a [redacted] law is false and without merit.  It is true that they had the right to file a claim and they did file a claim within the 9 month timeframe.  Are they saying its [redacted] law that they be compensated because they filed a claim within 9 months?  This argument would indicate that everyone who files a claim within 9 month should be compensated whether the claims are legitimate or not. The Claims were reviewed, settled, and an explanation was given for the claims that were denied.  As explained in the [redacted] Your Rights and Responsibilities When You Move cited by the customer, the mover has 120 days to provide a disposition and we provided one in less than 30 days."Is that the intent of the [redacted] law to make sure consumers report all damages on the day of delivery (as Stevens has insisted in its past rebuttal remarks)?I thought these [redacted] regulations were suppose to protect the consumer from the type of situation in which my husband and I have found ourselves with our move employing Stevens' services.  It seems quite outrageous that we should be able to report all the damages done to our shipment the very day we receive it.  This, especially, after the terrible communication we had with them the previous two weeks over the whereabouts of, and then substantial lateness with, our delivery.  We were under great emotional distress and exhaustion over the anger and frustration in dealing with Stevens' apparent negligence in service and lack of respect toward us. We will ask a representative from the [redacted] regarding the regulation--its intent, and whether a business would have a right to spin (or mislead) a consumer regarding this law's meaning.
Regards,
[redacted]

Good Afternoon, To clarify, the responses were restating the customer's statement or issue that they were mostly "unreimbursed" on their inconvenience claims.  We did not say that they were mostly reimbursed and then we explained that they did not provide out of pocket expenses that qualified for reimbursement as a result of the delay. Inconvenient 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. The statement regarding Stevens Van Lines overriding a [redacted] law is false and without merit.  It is true that they had the right to file a claim and they did file a claim within the 9 month timeframe.  Are they saying its [redacted] law that they be compensated because they filed a claim within 9 months?  This argument would indicate that everyone who files a claim within 9 month should be compensated whether the claims are legitimate or not. The Claims were reviewed, settled, and an explanation was given for the claims that were denied.  As explained in the [redacted] Your Rights and Responsibilities When You Move cited by the customer, the mover has 120 days to provide a disposition and we provided one in less than 30 days. For example, the clothes dryer we denied liability because we were not made aware of the claimed damage until we received their claim form on 10/29/15.  This was more than 2 months after the goods were in the care and custody of Stevens Van Lines, but while this item was in use in their residence.  It is the customer’s responsibility to note any damage to the item on the inventory list at the time of delivery.  This was also addressed in our responses and with the previous attached claims settlements stating the reasons for denial. We provided the customer with information regarding the federally mandated Arbitration program.  The ([redacted] and [redacted] Dispute Settlement Program.  We advised this information can also be found on their website: [redacted] under Advocacy-Compliance-Arbitration Program. There is an administrative fee that is split between the consumer and the Mover.  The Consumer fee is $300 if the claim is $10,000 or less.   Attached is the brochure with more detail on the program.  We hope this further input will allow you to close the case. Sincerely, Stevens Worldwide Van Lines

We have received the Revdex.com complaint filed by Jay M[redacted] under complaint ID [redacted] We have reviewed the claim and file and find as follows: On behalf of Stevens Worldwide Van Lines, we apologize for any dissatisfaction Mr. M[redacted] may have experience during this move. On 11/3/15, Mr. M[redacted]...

was provided an option of purchasing full valuation level for a nominal fee.   Mr. M[redacted] selected the free option of base rate of $0.60 per pound multiplied by the weight of the item (please see attached signed Bill of Lading). Mr. M[redacted] was compensated for the loss and damaged items per the terms and conditions of the contractual valuation that was selected by Mr. M[redacted]  Again, we apologized for any difficulties and dissatisfaction Mr.M[redacted] may have had and trust this response will allow you to close this case.   Sincerely, Stevens Worldwide Van Lines