ComplaintsforTippet-Richardson Moving & Storage

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We submitted an insurance claim with Tippett Richardson for damages that occurred during our move out (July 10, 2023), storage (July 2023 to Jan. 2024) and final move in January 29, 2024. After a chaotic move in we submitted a claim for $7450 in damages. They denied our claim for $1500 for a sofa cover repair, and $3500 for damage to the sofa frame. The sofa, a ******* - the "Traditional Low Queen," was worth $8000. On July 10 TR attempted to force one of our two sofas into the elevator rather than taking in down the stairway. They left the damaged sofa for us to deal with which we did, by contacting a company recommended by ******* re damaged sofas - Simmering. The communication from TR's insurance adjusters suggest they did not and still do not understand that there were two sofas - one damaged and the other not. The second sofa, also a ******* valued at $8000 was not damaged by TR. It was designed for a previous home to be dismantled. We persuaded them to let us determine how to take it apart so it would not be damaged like the first one. We asked ********* at *******'s suggestion to dismantle that sofa. They did and wrapped it in plastic to ensure no damage. TR picked it up. The damaged sofa was removed by Simmering, repaired and picked up by TR from Simmering's shop to be placed in storage. In one of their communications with us they alleged that ********* had damaged the sofa when they moved it to their facility. That is absolutely not the case. So we also are requesting an apology to Simmering as well as $5000 in repairs.

  

  Business response

  12/03/2024

  On February 2, 2024, I received a notice to contact Mr.********* in regards to some damaged items from his recent relocation.  I called and talked to Mr. ********* and sent him a claim form.  The claim form was received Feb 7, 2024.
  
  Along with the claim form, I received an invoice for the repair of the sofa and replacement of a sofa cover.  I emailed Mr.********* to ask him who had given him authorization to proceed with the repairs, he had no recollection, nor had he informed anyone from the office of the damages to the sofa before it was brought into storage. 
  
  We spoke to the hauler, he indicated that Mr. ********* would need to get a 3rd party to dismantle the sofa, there was no mention of any damage at this time from the hauler or the customer on loading day.
  
  Mr. ********* hired a 3rd party to dismantle the sofa.  TR was then called to retrieve the sofa, which was wrapped when it was picked to bring it to the storage facility with his other goods.   ******************* goods were delivered, he sent the claim form in indicating he has had the sofa repaired before it went into storage.  At no time were we given the opportunity to inspect or discuss repairs prior to the repairs being completed.  Since the sofa was wrapped on pickup, the damage could have been caused by someone other than TR.  We do reserve the right to view and arrange for a repair should we cause damage.
  
  In regards to the damaged art piece, we have no way to verify the value of the piece, without verification of the value, the customer was given a $100 appearance allowance.
  
  
  *********************
  Claims Adjuster
  
  TIPPET-RICHARDSON
  ************************************>******* **  T1Y 5Z9
  T ************| F ************ | TF ************
  www.tippetrichardson.com
  
  
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  Customer response

  15/03/2024

   
  Complaint: 21413644
  
  I am rejecting this response because the recollection of events by TR does not correspond with my reality (attached in my complaint).  TR damaged the couch and its cover when attempting to force it in the elevator.  It is as simple as that.  They refuse to acknowledge responsibility, cast aspersions on Simmering and on our own integrity.  Given the cost of insurance etc and their assurance at the time of the contract that this was a great policy I find their whole process re claims  disingenuous.  The sofa frame was damaged as was the sofa cover.  They knew we had to vacate the property because we had sold it.   What were we to do with the damaged sofa.  It became a nightmare.  The final hour of the move was a quick one and we were left holding "the bag." We solved a problem that TR should have solve.  We can provide pictures of the damage etc which I did provide TR at their request, but if they now refuse to acknowledge their responsibility there is little I can do other than relate again as to what happened.        
  
  Sincerely,
  
  Frits Pannekoek

  

  Business response

  18/03/2024

  As with any claim valuation coverage is handled the same way, the company holding the coverage has the right to view or arrange repairs.  TR needed to be aware of the damage before it was repaired and authorization needed to come from TR before the repairs were completed.  We have our own repair firms that are authorized companies.
  
  TR will not accept the repairs completed without our knowledge or authorization.

  *********************
  Claims Adjuster
  
  TIPPET-RICHARDSON
  *********************************
  ******* **  T1Y 5Z9
  T ************| F ************ | TF ************
  www.tippetrichardson.com
  
  

  Customer response

  19/03/2024

   
  Complaint: 21413644
  
  I am rejecting this response because: It simply reiterates a previous position.  On moving day we were not provided with any directions or instructions re damages.  If the mover had said you must file immediately we would have.  We had to get out within the day and were scrambling to find solutions.  There was no support whatsoever from TR.  They told us nothing and their sales manager was did also not inform us of next steps.  We did call and say that they could not move the couch because of the elevator - but there nothing done.  We had to solve the problem.  I find it very sad that a company with such an excellent heritage would leave a client high and dry.  I will never ever recommend them to anyone.   

  If there is to be a solution to this "we said" - "they said" issue the ** will have to figure it out.  And I might add that no cheque has yet arrived either for the damaged TV and "$100" for the damaged art piece which TR had committed itself to.  

  Sincerely,
  
  Frits Pannekoek

  

  Business response

  28/03/2024

  We have the right to view/repair items before items are repaired.  There was no notation anywhere on the paperwork to note damage at the time your shipment was picked up.  At no time, before  or during the repair did you inform TR that there was damage.  You proceeded with repairs without TRs knowledge or authorization. 
  
  TR stands by its decision to decline the repairs that were completed without our authorization.
  
  TR has satisfied our claims obligation and consider this matter close.
  
  
  *********************
  Claims Adjuster
  
  TIPPET-RICHARDSON
  *********************************
  ******* **  T1Y 5Z9
  T ************| F ************ | TF ************
  www.tippetrichardson.com
  ell us why here...

  Customer response

  29/03/2024

   
  Complaint: 21413644
  
  I am rejecting this response because TR does not recognize its responsibilities to clients and their own guarantee albeit verbal to ensure a flawless move.  They rejected the damage claim on a technicality.  However, the "smozzle" at the time of the move suggests culpability on their part.  Had I followed their rules to the letter it would have doubled the time for the move out and move in.  Their correspondence attempting to blame others for their negligence is also not what I would condone as appropriate behavior. 

  It is interesting that after TR refused my claim, I talked to my own insurance company.  They paid the $5000 after a four hour review and the cheque was received in four working days!!!  Had Tippett Richardson honoured their policy and business promises I would have reimbursed my own insurance company. 

  In short I can not and will not recommend TR to anyone.  They do not honour their commitments to service and integrity.   As the late Queen often said "there we have it then." 
  
  Frits Pannekoek, Ph.D.

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