Complaints

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Continuum Relocation assisted with an cross-state move from ***** to *** **** from August 30, 2023 to September 13, 2023, during the moving period a number of items were lost and damaged in an approximate value of $2000. At all times, the property was in possession by Continuum or one of it's agent. Continuum Relocation was not helpful in assessing the matter and refuses to make amends for the lost property. Customer service is also rude and dismissive. Would not use or recommend their services.

  Business response

  05/14/2024

  Mr. ********* shipment delivered on 9/13/23, at which time he signed all paperwork stating that his belongings arrived and noted damage to a single **** bookcase for which he was made whole immediately. Shipper then came back to us on 3/4/24, almost 6 months later and well after the claim window had closed, accusing our crew of stealing various items from his shipment with very vague descriptions of the items expecting us to take his word for it and pay him out. There was ongoing back and forth where he acknowledged that he knew he was well out of the claim window but since he was a repeat customer we should just take his word for it and pay him out $1800 for his allegedly stolen items. We refused and advised him to file a police report and we would cooperate.

  Our stance is that the shipper signed off on all items being accounted for at the time of delivery and any number of things could have happened to the alleged missing items between delivery and 6 months later when he decided we had stolen them that don’t involve us at all.
  

  Customer response

  05/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The response does not address the core fact that items were missing regardless of the claim window set by the third party insurance company. At no time did Continuum investigate the claim but responded rudely and dissmissingly. As Continuum is well aware, the shipment contained numerous boxes, items and the items taken were not of the type that would be clearly identifiable on a moving day, they were a number of clothing items, alcohol bottles, small electronics and shoes, which were not individually itemized by Continuums team. Dismissing the possibility because the passage of time is not only unprofessional it is embarrassing for a company like this. The reason for the delay in notifying Contiunnum was because I had done large business with the Company two separate times and wanted to be absolutely sure that the items were actually missing, which they were, as separately identified and attested to in by a Police Report submitted to the ***** Police Department (in the jurisdiction where the move originated). 

  
  Sincerely,
  
  ******* *******

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