My Claim vs. Global Movers & Storage

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

Creating and Estimate: Moving Software: When purchasing a move you are purchasing the reservation of space on the tractor trailer and/or warehouse. Movers have special moving software to help them get a basic idea of the amount of space that it may take to transport each customer’s shipment. This software has a list of the most common basic, standard household items household items and their estimated weight. This guide is derived from the American Moving & Storage Association’s (AMSA) Standard Weight Guide.

Binding Estimates: When creating an estimate we are completely dependent upon the customer to supply complete and detailed information about their moving needs. Each inventory item the customer names (going room-to-room) is then entered into the computer. This amount of space minimum will be reserved for the customer at the price listed on the Binding Estimate. The customer gave our estimator a list containing 186 pieces which was estimated to occupy approximately 1,500 cubic feet. The customer did NOT request 30 days free storage when we created her estimate. We need to reserve the space and make the applicable arrangements in advance.

To help prevent any surprises in the move requirements once our movers arrive to the origin we have a Quality Assurance department who reaches out to customers a couple of days before the move to see if there are any changes to the inventory or move requirements which may end up changing the price. However, the customer was too busy and did not want to be bothered with taking the time to revise her estimate to be a more accurate reflection of her actual shipment; despite our requests. The customer KNEW (because it states in the estimate and was verbally informed to the customer) that any change in the requirement for the move will result in a change in the price of the move.

At the Pickup: Also, our movers cannot predict the actual size of every object (especially those which were not even divulged by the customer for the estimate). Sizes and shapes of household goods vary. The movers do not know how every item will fit into the tractor trailer until they arrive to the origin and can view the sizes, shapes, the size of the tractor trailer/truck, other shipments already on board, etc.

Our crew is not in position to assume all items are to be moved especially if the list on the estimate they have in hand is substantially different. Upon arrival to the origin, they will start off by loading the items they were able to identify from their list, unless they were informed by the customer that they have a change of order and will need more items to be loaded. Then the movers will cease from loading and will issue a revised estimate to include the additional items now required to be moved and the estimated increases it may cause. At this point the customer has 3 choices:

1) They can tell the movers that they wish to cancel the move.

2) They can tell the movers to stop loading any more items when the reserved space is filled. This means that the price will remain the same as there have not been any changes to the requirements for the move. This also means that the customer then is responsible for the transport of any additional items

3) The customers will review the new Revised Estimate which is a more accurate reflection of the volume they will need in the tractor trailer, they will make the decision that they want ALL their items packed and shipped by the carrier and they agree to pay the price to do this. **This is the customer’s selected option.

Ultimately, we had to send a 2nd truck to be able to complete the move. The volume increased from 1,500 cu. ft. to 4,000 cu. ft.

Scheduling Delivery: When items are being stored in our warehouse, customers must notify dispatch in writing that they are ready to accept the delivery. From their 1st available date they state they are ready to accept their items, we attempt to incorporate their delivery into a route and attempt to deliver within the allotted timeframe (the window for the delivery which is agreed upon by the customer). However, the customer instead sent an email to someone who was on vacation (Note: our employees do not all know the others’ schedules and most likely assumed the employee stopped working with us. This is not a lie but simply a misunderstanding). When we did receive word that the customer wanted her items taken from storage and put on the schedule to deliver, as a customer courtesy only, we gave the customer $2,760 discount from her charges. Discounts are not required and this large of a discount should cover the alleged damage. We also re-routed the delivery route, making the driver go to Florida and deliver this shipment first, and then backtrack to deliver the rest of the shipments.

The number of movers sent for the delivery is irrelevant as the customer is not paying for her move by-the-hour. The additional help which was scheduled to meet with our crew was not available. We cannot keep 3-4 grown men inside a tractor trailer for these routes, as sometimes these routes are so long that the movers do not get home for 6 weeks or longer.

At the delivery, the customer had minimal damage. There were a couple of coffee mugs broke, and the top plastic piece for one of her fish tanks had a crack in it, the legs to the TV stand.

Theft: We want to let the customer know that Global Movers & Storage has ZERO tolerance for theft!!!! If the customer feels they are a victim of theft they need to file a police report. Our movers will fully cooperate with any legal investigation into these matters. However, as stated above, there are a few unclear details stated by the customer. We find it terribly odd that the customer would threaten how things better not be “stolen or broken” before the shipment is even scheduled for the delivery. She had no reason to state this. IF the customers knew strangers were coming into their new home why would the customer take her engagement rings/wedding rings off? Why would she leave them on the edge of the sink? It is most likely that the rings fell down into the sink into the pipes. Did the customers hire a plumber to check for this or did they just assume that the movers managed to get away from their sight long enough to find the one room with something valuable just ironically lying around? Before the customer makes such serious accusations we would greatly appreciate that they rule out all other options. Our movers all KNOW that if they risk this business due to their actions such as the alleged theft, we will also prosecute to the fullest extent. No matter the value of the item(s) it is never worth the risk. We have some single parents of young children who depend upon their wages to provide for their families. We hope to have our company be a legacy to our future generations. Therefore, in summary, no amount would be worth letting so many of our team members down and threatening the livelihood of all who would be affected.

Loss/Damage: At the delivery, the customer had minimal damage. There were a couple of coffee mugs broke, and the top plastic piece for one of her fish tanks had a crack in it, the legs to the TV stand. We referred the customer to file a claim with our 3rd party claims company CSI. The customer registered to file a claim 12/27/16. On 01/11/17 they successfully posted their claim and CSI sent them an acknowledgement email advising of the timeframe to review the claim since it is a long distance move. Since this move was an interstate move it is governed by federal regulations which allows up to 120 days for the processing of the claim. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process.

We regret that the customer felt the need to file a complaint with such harsh accusations. We trust that the above explanation enables them to better understand our position on these matters.

THE RINGS ARE TOO LARGE TO FALL DOWN ANY DRAIN..... THEY WERE STOLEN AND NINA IS A LIAR. iF THE PERSON IS ON VACATION HOW COME HE DID NOT HAVE A RESPONSE STATING THAT, FURTHER MORE I ACTUALLY SPOKE TO SOMEONE WHO I TOLD THE DATE TO..
SHE IS A LIAR AS THIS WERE DAMAGED AND II CALLED HER TO LET HER KNOW. SHE ALSO HAVE STATED THAT THEY WILL COVER MY DAMAGES. I HAVE THIS VIA TEXT.

SHE HAS A LOT OF NERVE THAT MY RINGS FELL DOWN A DRAIN, THIS IS MY HOUSE, HE SHOULD NOT HAVE BEEN WASHING HIS FACE IN MY BATHROOM. IMMEDIATELY AFTER THAT THEY BOTH LEFT.

MY RINGS ARE TOO BIG ONCE AGAIN AND THE FACT THAT THERE IS AN INSERT IN THE DRAIN IS A JOKE. THIS COMPANY SHOULD BE PUT OUT OF BUSINESS AND I AM GOING TO ENSURE THIS HAPPENS.
THE FACT IS I ASKED HIM IF THEY COULD SEND SOMEONE OUT AND I WAS TOLD IT WAS NOT NECESSARY. HE IS THE BIGGEST LIAR THERE IS. THIS COMPANY SHOULD NOT BE DOING BUSINESS. THEY TRY TO BLAME THE CUSTOMER. I WAS INSTRUCTED WHAT TO CHECKOFF FOR INSURANCE.

NOW THE ANSWERS SHE GIVES IS RIDICULOUS AND I AM FED UP. I TOLD HER THAT NONE OF OUR STUFF HAD BETTER BE DAMAGED. THAT IS NOT THE CASE.

THE RINGS WERE STOLEN BY HER COMPANY AND I EXPECT THEM TO BE REPLACED.
THE PLUMBER WOULD LAUGH IN MY FACE. SHE ISS AN IDIOT. THE QUESTION SHE POSED IS ASININE.

ALSO THEY DAMAGED MY HUSBANDS TANKS, WHICH THEY PACKED.

Furthermore, the said individual I caught coming out of my Master BATHROOM. WHERE MY RINGS WERE AND HE HAD BEEN WASHING HIS FACE. WHY? WHEN THERE WAS A BATHROOM BEHIND OUR KITCHEN WHERE WE TOLD THEM TOO UTILIZE.

WHEN NINA CAME ON SHE APPEARED ALL NICE AND EVERYTHING WHEN I THREATENED TO SUE AND PULL THEM ON THE NEWS, BUT AFTER THEY TOOK OUR MONEY THINGS MIRACULOUSLY CHANGED. ONCE AGAIN A 3INCH THINK GOLD RING CANNOT GO DOWN MY DRINK...... FOR HER EVEN TO STATE THIS CLEARLY SHOWS SHE IS AN ASININE INDIVIDUAL.

AGAIN ANOTHER LIE..... I WAS TOLD BY ERROL AND ED THAT THEY WILL PROVIDE STORAGE FOR 30 DAYS AT NO CHARGE. WHY CAN'T THESE PEOPLE GET THEIR INFO AND FACTS CORRECT. WHY DO THEY HAVE TO LIE. I DON'T MAKE THINGS UP.I HAVE IT IN WRITING THAT EVERYONE WORKS FOR THEM. I WAS TOLD BY ANOTHER EMPLOYEE THAT THESE TWO INDIVIDUALS DO OT WORK THERE, BUT YET HERE SHE IS SAYING HE WAS ON VACATION. WHICH IS THE TRUTH..... ALSO THE PLACE IS RAT INFESTED. I WAS VERY SPECIFIC AND IN MY DETAILS AS WE DID NOT HAVE AN ADDRESS YET IN FLORIDA. SHE IS REALLY STUPID. I WAS INFORMED THAT OUR GOODS WOULD BE IN ORLANDO AND IT WOULD TAKE 2 DAYS TO RECEIVE ONCE I CALLED. I WAS EVEN TOLD BY ED THAT I COULD PAY $500 AND THEY WOULD PICK UP AND WHEN I WANTED IT SHIPPED THEN PAY THE REST.

SERIOUSLLLLLLLY .... I DO NOT MAKE THINGS P LIKE THIS PERSON.

WANT MY REFUND NOW. WANT BACK MY MONEY THEY ARE HORRIBLE.

Unfortunately, that will not happen. The customer must wait for the claim to be processed.

I AM SO TIRED OF THEIR LIES. IT APPEARS THAT THIS COMPANY WILL TELL THE CUSTOMER ANYTHING IN ORDER TO GET MONEY, BUT AFTER THEY RECEIVE PAYMENT THEY GO BACK ON THEIR WORD. HERE IS ONE OF THE TEXT I RECEIVED DURING THE PROCESS:
" I mentioned to you several times that if there is any damaged items we will take care of you and process a damage claim for you. We will take care of it."
Here is another text: " I'm terribly sorry that there was damage. But like I said we will take care if your claim as soon as you submit it. "

I am typing exactly what was text to me.

She also said and I quote: "I'll be available to help with anything you need. Just let me know."
She also text me on Dec 27th : "Good Morning
I just wanted to check in and follow up on you damaged claim. Have you had a chance to sit your claim yet? Did you receive a claim id# yet? Please let me know so I can help expedite the claim for you. Also, have you had any progress with the police report?

As I stated before they only state what is convenient for them, they don't follow through and they are not reliable. I have filed the claim from the beginning of January, how has this been expedited when I have told her I have. As I have stated they lie. This is evidence of that.
I have the text, so I can forward them as I knew this was going to be a problem

This is funny. Seems like another lie. I never once said anything like that to the driver ... I said all I want is my rings back. Please tell me is it not human for someone to be upset when their item is stolen. Tell me how you would feel. You saw the individual coming out of your master area where they should not have been, and right after they left without even acknowledging the client. Help me understand how you would feel.
Don't lie. Yes I am angry, yes I text and yes I threaten as no one likes people who are dishonest. Now I have not used profanity, I have shown my anger and I believe that is a human behavior after that individual has been robbed and taken advantage of.
In my opinion the only way to redeem yourself is by showing that you are a company if your word.
Accept responsibility and hold yourself accountable.

If I had not threatened I would still be waiting on my stuff.

They don't return phone calls, if Nina had not called after my threats I would still not have my items.

People can feel angry, yet at some point you must stop and remember to be humane and rational. This company is supposed to be a legacy for our families and generations to come. Global Movers would never risk the livelihood of our family and those families of our employees for a ring! Not for any amount of money; ever!

Also, the customer must realize we, as an employer, cannot point a finger at anyone without evidence to support those allegations. It is ILLEGAL. Now, we have said that we will cooperate 100% with any legal investigation. We advised the customer in the text messages to call the police and file a report while the movers were present at the delivery (we would not advise her to do this if we truly had a shred of doubt). However, we have no actual confirmation besides the customer’s word that the rings even existed, let alone that they are missing! Until we have proof to support the customer’s accusations we must continue as usual. If there is evidence to convict any employee, we will do all that we can to assist with the prosecution of that individual. Our employees are made FULLY AWARE upon hiring them that Global Movers has ZERO tolerance for theft. It puts so many people’s jobs as risk, therefore rolling over to affect the children who depend upon their parents to provide for them.

We hope that the customer will put her anger aside and look at the big picture. Her rings are not even worth a penny when you look at the overall picture (no offense meant as we are sure they were beautiful and sentimental). We have no desire to risk this company because of wedding rings; beautiful or otherwise, it would not even make sense to take a chance.

Global Movers trusts that the above explanation enables the customer to better understand our position on these matters.

The customer must wait for the claims process to complete.

ARE THEY CALLING ME A LIAR. I SUBMITTED THE POLICE REPORT. I HAVE HAD MY WEDDING RINGS FOR OVER 22 YEARS. REALLY. NOW I AM UPSET, PLEASE TELL ME AFTER YOU SEE THE INDIVIDUAL WALK OUT OF YOUR MASTER BATHROOM WHERE THEY SHOULD NOT HAVE BEEN WASHING THEIR HANDS OR FACE AS WE WERE KIND ENOUGH TO PURCHASE FOOD FOR THEM TO EAT AS THEY HAVE BEEN WORKING. WHEN I DID NOT NOTICE THE TWO INDIVIDUALS WERE NO LONGER AROUND IT BOTHERED ME AND THUS I DECIDED TO GO BACK IN MY BATHROOM AND LO AND BEHOLD THEY WERE GONE AND THIS OCCURRED RIGHT AFTER HE WALKED OUT OF THE BATHROOM AND LEFT.

THEY DID NOT EVEN SAY THANKS FOR THE MEAL. THE TWO DRIVERS WERE STILL HERE AND TOLD US THANKS AND THEY CONTINUED WORKING. THE OTHER TWO INDIVIDUALS WERE NOT AROUND.

HERE IS MY ISSUE AND IF THEY WERE SO PROFESSIONAL, THEN MAYBE THEY NEED TO READ THIS.
(A) WHEN THE TWO DRIVERS PULLED UP IN THE TRUCK THEY INTRODUCED THEMSELVES. SO OBVIOUSLY WE THOUGHT THEY WERE THE ONLY ONES HERE TO DELIVER OUR STUFF. AFTER SPEAKING WITH NINA AND SHE CONFIRMED I NEED SOME MORE MONEY AND WHAT THAT SHOULD BE, I IMMEDIATELY RAN TO THE BANK TO OBTAIN THE FUNDS. ON MY WAY OUT WE SEE A CAR PULL UP IN FRONT OF OUR HOME AND TWO GENTLEMEN CAME OUT. OF COURSE I ASKED WHO ARE YOU, THEY THEN REPLIED WE HAVE COME TO HELP.
NOW IF GLOBAL MOVERS WERE SENDING FOUR PEOPLE AND THEY CLAIM EVERYONE WORKED FOR THEM, SHOULD WE NOT BE MADE AWARE THAT THESE TWO WERE ALSO INCLUDED. NINA KEPT REFERRING TO THE TWO DRIVERS.
SO OF COURSE I AM NOW CONFUSED. PICTURES WERE ATTACHED OF MY RINGS AND IF I HAVE TO GET WITNESSES FROM DENVER ALL THE WAY TO ATALANTA, THAT I OWNED THESE RINGS THEN I WILL. SEEING THAT WE ARE ACCUSED OF LYING. NOW I TAKE A DIM VIEW OF THIS AS GLOBAL HAS BEEN CAUGHT IN SO MANY LIES.

SO PLEASE TELL ME WHAT PROOF YOU NEED. YES I DID NOT SEE HIM TAKE IT WITH MY OWN EYES, BUT HE WAS IN MY MASTER BEDROOM FOR WHAT. HE CAME OUT WASHING HIS FACE AND HANDS WHICH I CAUGHT HIM DOING AS HE WAS WALKING OUT AND ASKED HIM WHY DID YOU NOT USE THE BATHROOM WE DESIGNATED FOR YOU TO USE.
(B) IT WAS RIGHT AFTER THAT I DECIDED TO GO BACK IN MY BATHROOM AND NOTICED THEM MISSING FROM MY COUNTER. SO HELP ME UNDERSTAND HOW YOU WOULD FEEL. I HAVE HAD THEM FOR OVER 22 YEARS AND YOU ARE BEING INSULTING. NOW WHO IS BEING ILLEGAL. I CAN HAVE MY ATTORNEY RELATIVE VERIFY SHE SAW MY RINGS ON MY FINGER BEFORE WE GOT HERE AS WELL AS MY MOTHER WHO WAS HERE AND KNEW THEY WERE HERE BEFORE THEY WENT MISSING THE SAME DAY YOUR EMPLOYEE WAS HERE.

BUT YOU KNOW WHAT..... I WILL BE BLESSED IMMENSELY AS I KNOW THE TRUTH. WHOEVER TOOK IT I LEAVE IT TO MY HEAVENLY FATHER.

SO FOR YOU TO INSULT MY INTELLIGENCE TO SAY DID I EVEN HAVE WEDDING RINGS.... WELL THESE WERE MADE FOR ME OVER 22 YEARS AGO. SO NOW YOU HAVE JUST POURED SALT IN THE WOUND WITH YOUR RUDENESS.

Nobody is calling the customer anything. The customer is again misconstruing the information. We simply stated that WE NEED EVIDENCE TO TAKE ACITON AND THERE NEEDS TO BE EVIDENCE BESIDES 3 MOVERS' WORD AGAINST THE CUSTOMER'S WORD. The customer wants us to place full trust in something which is hearsay. She is welcome to ask her attorney relative how permissable hearsay is when it comes to convicting. WE, GLOBAL MOVERS, CANNOT DO ANYTHING BASED ON HEARSAY- WE CANNOT BLAME, WE CANNOT FIRE, WE CANNOT DO ANYTHING! The customer is using this as a stage for arguing. We will allow the claim to process and do not wish to engage in any additional arguing. EVERYTHING WE SAY is twisted by the cusotmer into something it is not meant to mean.

OTHER THAN THE POLICE REPORT PLEASE HELP ME UNDERSTAND WHAT DO YOU NEED. REALLY I WAS ALWAYS TAUGHT NEVER TO SWEAR FOR PEOPLE. NOW YOU ARE DOWN TO 3 PEOPLE, WHAT HAPPEN TO NUMBER 4. THEY WEREN'T THERE EITHER SO HOW DO THEY KNOW, SO SORRY YOU CAN'T TAKE THEIR WORD EITHER. YOU ARE JUST PLAIN RIDICULOUS AND CONTRADICTORY.
I AM TIRED OF YOU AND THIS AND TIRED OF THE RUN AROUND.. THE ORANGE COUNTY SHERIFF WAS AT MY HOME AND DO NO PLAY DUMB - HERE IS THE REPORT NUMBER AGAIN: 160115847. NOT SURE HOW MUCH MORE PROOF YOU WANT.
ACKNOWLEDGE THAT YOU CANNOT SWEAR FOR YOU EMPLOYEE AS I SAW HIM COMING OUT OF MY BATHROOM AND HE WAS NOT PUTTING ANYTHING IN THERE. HE HAD NO REASON TH BE IN THERE. HE HAD NO REASON TO BE WASHING HIS FACE AND HANDS IN THERE. WHY DON'T YOU ASK THE OTHER THREE WHAT BATHROOM THEY UTILIZED AS THEY ALL USED THE BATHROOM BEHIND OUR KITCHEN.

BY THE WAY, JUST AN FYI, OUR MASTER BATHROOM AS AS BIG AS A BEDROOM AN THE VANITY IS WALL TO WALL THUS MY RINGS COULD NOT FALL ANY WHERE. OK. JUST SO YOU ARE NOT DUMB ENOUGH TO SUGGEST IT AGAIN.

Wow! It is not necessary to insult others on personal levels. Very unprofessional and unbecoming.

No its is just stating a fact. It is unprofessional of a company to discount a paying customer. That is unprofessional. Learn about customer service qualities and then you can talk to me.

The customer is the one requesting our responses

The claims process must complete