Stewart Moving And Storage

Our settlement also included courtesy compensation for additional issues involved with your move.Please contact the claims department at ###-###-#### or [redacted] if you have any questions or concerns.Best regards,Legal and Compliance

Good afternoon [redacted],   I understand your frustration and am truly sorry but we have discussed your claim with our general counsel and COO and we will not be offering additional compensation.   All moving companies are required by law to offer minimum liability at $.60/lb for all missing and damaged claims. On top of this coverage, FlatRate offers valuation coverage for an additional cost which would have us attempt to repair or replace (with similar kind) any item that could be lost or damaged during a move. We do not sell insurance and do not act as an insurance company.   You chose, and signed for, minimum liability but we value your patronage and closed your claim as though you paid for our valuation coverage. On top of this, we offered additional courtesy compensation to attempt to right our wrongs. As of right now, I believe we have sent you a total settlement amount of $2000. We will not be adding more.   If you wish to seek legal action, please have your attorney contact me.   Best regards, Brittany T[redacted] Legal and Compliance Office: ###-###-#### Cell: ###-###-#### [redacted]
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We have attempted to contact the customer directly in order to resolve this (see attached email) and have not received a response.We would like to know if the customer would like to leave any gratuity for the movers, or if they would like to receive the full gratuity back.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 The business apology is not acceptable since I still have not received my mattress as of 7/**. This company is thing but a lying company by claiming that my mattress was suppose to be delivered by 7/** and I still don't have my mattress as of today, Friday 7/**. I have been severing sleeping the last four weeks on my sofa since I still don't have my special mattress to help with my back problem. This company has causing me severing and pain and they don't care about their customers. I'm seeking my mattress to be delivered ASAP and to compensate me for my pain and severing for over four weeks.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Flate rate has enclosed a partial copy of the claim. The claim I have filed was 22 pages long and shows all my belongings that were lost, in detail. I have provided with a claim that is valued at $7,795.00. I paid 2,247 USD for the move and the amount they offered does not even cover the payment of their moving fee (which I paid in full), let alone the items valued at $7,795.00. Flatrate has a copy of that claim. Once again, they try to conceal information and use deceptive practice.In addition, I have paid 132$ for the Insurance valuation as was repeatedly mentioned by the representative. It covered 20,000 USD. Hence, my payment of $7,795.00 is covered. As I mentioned in my previous emails to Flaterate, I did not have a copy of the contract nor I signed it. Again, deceptive practices.In total, I have lost $7,795.00 of items in addition of 2,111$ price of the move +136$ the insurance price= $9,922. And they pay me $664.00. Ridiculous.Hence, I request a payment of 7,795.00.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are very sorry for the experience the customer had. The customer filed a claim for their missing items which was settled and closed per the terms of the elected coverage. Investigations for missing items are ongoing; found items are returned to customers regardless if a claim has been settled and...

closed.

Attached are the signed documents pertaining to this move into storage, as well as the letter sent to the customer. The storage rate did increase. We apologize for any inconvenience this may cause.

We are very sorry for the experience the customer had. The customer's claim was settled correctly per the terms of the elected coverage. The claim documents are attached. The customer purchased Valuation Coverage. We do not sell insurance.

We are very sorry for the experience the customer had. The customer was charged $169.75 for unpacking services. They will receive this back via check by mail. Please allow 7-10 business days for the check to be processed by our Accounting Department prior to mailing.

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 and the matter has been resolved.
Sincerely,
[redacted]

First and foremost we apologize for any and all inconveniences you experienced with your move. We pride ourselves in being able to provide The Perfect Move for our customers and strive for customer satisfaction.
We have looked into your complaint and see that your mattress has been shipped from...

our NJ warehouse and should have arrived at your home on July [redacted]. Regarding your damaged dresser we see that you've opened a case with our claims department. It appears that they are currently awaiting further information from you so that they can complete processing.
Please reach out to the claims department at ###-###-#### or [redacted].
Best regards,
Legal and Compliance

We did everything we could to try and accommodate her delivery window. A discount was offered for any delays. The customer did not want this and informed us that she was hiring another moving company. We have processed a refund for $2,385.39 which is the difference from moving Into Storage as...

opposed to Long Distance. The refund receipt is attached. Her belongings were picked up from our Storage Facility by another company already. The signed document showing this is attached.

We are very sorry for the experience the customer had. Thus far, the customer has been awarded $1,000.00. The customer's claim is still in progress.

First and foremost we apologize for any and all inconveniences you experienced with your move. We pride ourselves in being able to provide The Perfect Move for our customers and strive for customer satisfaction.We are truly sorry you do not believe your claim settlement was fair but we processed correctly and per the terms of your contract and we are sad to see you go as a customer.

We are very sorry for the experience the customer had. The customer's claim documents are attached. The claim was settled correctly per the terms of the elected coverage.

Hello,Please make reference to page 3 of the attached Move Plan where it states "The Guaranteed Move Price and Guaranteed Storage Charge are provided based on the shipment information indicated herein. Changes to the shipment information will result in corresponding changes to the move price and...

storage charge." The customers added items to their inventory on the day of the move resulting in additional charges.Also on page 3 of the Move Plan it states "Your entire shipment is covered with a $500 deductible, to repair or replace lost/damaged items. Your shipment will be valued at $30,000 or $1.25 per estimated pound, whichever is greater." It does not state, as the customer says, property would be repaired or replaced at full value up to $30,000 or $1.25 per pound, whichever is greater." $30,000 is the value the customer placed on their shipment. The Bill of Lading, which is also attached, does not contradict this, it reiterates this.All customers are informed that they can only file one claim per move, not just one claim.No items on the claim form were denied. See attached claim form and claim settlement.Section 5 of the Bill of Lading states that if items are packed by the owner, they accept liability based on the estimated weight of the container multiplied by $3.00 per pound for Valuation Coverage.Section 6G states that we are not liable for taxes associated with the replacement of damaged or lost items.Our High Value Item policy is not relevant to this case since the customer did not list any High Value Items.We are not violating any federal laws. The Move Plan and Bill of Lading do not contradict each other and the time frame given to file claims is not relevant since they did file a claim and it was processed.Thank you,

FlatRate maintains that $75 in courtesy compensation and offering to pay any building fees is fair compensation.

We are very sorry for the experience the customer had. The move was completed and the customer was given a refund. Additional compensation is not being awarded at this time.

First and foremost we apologize for any and all inconveniences you experienced with your move. We pride ourselves in being able to provide The Perfect Move for our customers and are strive for customer satisfaction. I have reviewed your specific complaint with our Long Distance department and...

they've informed me that your sofa has been delivered. As far as the customer service/claims issues with your move, our claims department has already begun a file for you and will gladly assist in order to settle your claim appropriately and fairly. Please contact [email protected] or call ###-###-#### to close your claim. Best regards, Legal and Compliance

First and foremost we apologize for any and all inconveniences you experienced with your move. We pride ourselves in being able to provide The Perfect Move for our customers and strive for customer satisfaction.I have reviewed your specific complaint with our claims department and see that we...

settled your claim in November 2016 both fairly and per the terms of your contract. We will not be adding more compensation.
Our settlement included compensation to cover the damage that would be honored by a respectable third party furniture repair company.
Our representatives have spoken with the customer regarding this claim but if there are additional questions regarding the coverage option they purchased, the customer may contact our claims department at ###-###-#### or [redacted] if you have any questions or concerns.Best regards,
Legal and Compliance