ComplaintsforTeleport Transportation L.L.C.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  About February 27, 2024, I initially contacted Teleport Moving and eventually scheduled March 1, 2024, for Teleport Moving to move me and my fiancs belongings. On the telephone call I was asked about heavy items that needed to be moved and I named off all the heavy items in the apartment. When they arrived on March 1, 2024, I was told to sign electronically the arrival time, I did. While they were moving our belongings, we asked ***** if they could move the autographs, but bubble wrap each of them because of their value. ***** said yes. After everything was moved, I was told to electronically sign the amount due to the company, I did. My fianc and I went to the storage unit and when we opened it, we saw the autographs on the floor with no bubble wrap and the bed, cut right down the middle. We reached out to Teleport Moving on March 7, 2024, and explained what we saw and inquired about their claims process. They asked for a list of items damaged and/or missing, we sent it about April 7, 2024. They asked for pictures of the items missing and/or damaged, we sent it about April 19, 2024. They asked to do a visual inspection of our home and belongings, we allowed it, about May 8, 2024. The total owed by Teleport Moving due to missing and/or damaged items was a little over $1,000.00, plus reimbursement for the two T.V. boxes we were billed for, but never used or given to us. Also, the contracts they sent to me have the arrival time and the departure time; it also has a time stamp for when it is signed. Unfortunately, they had me signing the contract almost three hours after the move was completed. They also have a couple of signatures on the contracts, that are supposed to be my signature, but they are not. I never agreed to .60 per pound, because Teleport Moving never mentioned reimbursement for damaged and/or missing items, therefore, I never waived my right to being paid in full and accepting .60 per pound.

  

  Business response

  06/04/2024

  
  Dear BBB,
  We appreciate the opportunity to respond to the claim filed by *************************** regarding her move with Teleport Moving on March 1, 2024. Below is a detailed response addressing the concerns raised.
  Summary of Events:
  Initial Move and Discovery of Damages:
  Teleport Moving completed ********************** move on March 1, 2024.
  ****************** visited her storage unit on March 7, 2024, and reported damages to several items.
  Claims Process:
  ****************** initiated the claims process by providing a list of damaged and missing items, as well as pictures, on April 7 and April 19, 2024, respectively.
  An in-person evaluation was conducted on May 8, 2024, by our representative, Yanis 

  
  Offer of Compensation:
  Based on our assessment, we offered a total compensation of $221.90, which includes $150 for confirmed damages and a refund of $71.90 for ** boxes that were not used.
  Rejection of Offer:
  ****************** declined our offer, requesting a higher amount of $700 for damages and the refund for the ** boxes.

  
  Key Points of Consideration:
  Assessment of Damages:
  Our policy requires the ability to inspect and verify damages. Several items were reportedly discarded or repaired before our evaluation, making it challenging to verify the extent of damage.
  For items like autographs and a mattress, proper notification of their high value or need for special packing was not communicated to us in advance, limiting our ability to take necessary precautions.
  During the first call to book the move and again two days before the move, during our dispatch confirmation, we specifically asked about packing needs or high-value items. At no point did ****************** mention that she had not completed packing or that items like autographs and pictures would require bubble wrap or picture boxes.
  As we can see in the pictures provided by ******************, only a few were taken at the storage unit, with the remaining items photographed after she initially moved them out of storage herself or using a different moving company.

  
  Liability and Policy:
  We follow industry-standard liability coverage of $0.60 per pound for damaged household goods unless otherwise specified in the contract.
  Our offer of $150 as a goodwill gesture was based on the confirmed damages to certain items, and the additional refund for the unused ** boxes was to rectify an invoice error.

  
  Timeline and Communication:
  Teleport Moving responded promptly to Ms. ******** initial claim and subsequent communications.
  The evaluation and processing times were within our standard operating procedures.

  
  Conclusion:
  Teleport Moving has made reasonable efforts to address Ms. ******** concerns and compensate for verified damages within the framework of our policies. We regret that our offer was not accepted and understand Ms. ******** dissatisfaction. However, our ability to provide further compensation is constrained by the limitations of our liability policy and the need for verifiable evidence of damages.
  We remain committed to resolving customer issues fairly and transparently and are open to further discussion should ****************** wish to reconsider our offer.

  
  Respectfully,
  ***********************
  Teleport Moving and Storage
  *********************************************
  Phone: ************
  Email: *******************************************************

  Customer response

  06/06/2024

   
  Complaint: 21770696
  
  I am rejecting this response because:

  Right now, it is he said she said matter. I was not asked about high value items. I have a witness where I asked about the bubble wrap packaging of the autographs, I let both of them know how much they are worth, are they able to bubble wrap the autographs if I paid extra, and ***** said yes. Per their own response, For items like autographs and a mattress, proper notification of their high value or need for special packing was not communicated to us in advance, limiting our ability to take necessary precautions. They are a moving company, they were told it is a one-bedroom apartment with all bedroom furniture, living room furniture, bathroom furniture, and kitchen furniture. Is a mattress considered a high value item? I disclosed a one-bedroom apartment with a king-sized bed, two nightstands, and two dressers. I was only asked about heavy items that needed to be moved and nothing else. When the two guys showed up for the move, everything was already packed for them. They did not need to pack anything in boxes or tape boxes,it was all done for them. The items that were discarded were the broken dishes.The items that were repaired were autographs because of their value. Teleport Moving looked at the items in ***************, I would like Teleport Moving to look at the items in ************ and give the correct amount owed for the items damaged. Teleport Moving was not transparent about their policies. 
  

  

  Business response

  06/10/2024

  Thank you for your feedback and for bringing this matter to our attention.
  Firstly, we would like to address the point about packing services. You did not request packing services at the time of booking or during the confirmation call two days before your move. As a result, our movers did not have bubble wrap on hand, as it is only provided when the special packing service is requested.
  Regarding the autographs, while ***************** have mentioned that bubble wrap could be provided for an extra fee, this service was not booked or confirmed in advance. We apologize for any confusion this *** have caused. As per our previous response, we were not informed of the high value of the autographs or the need for special packing prior to the move, which limited our ability to take the necessary precautions.
  You mentioned that most autographs were moved in your vehicle and that you had communicated their value to the movers on the day of the move. However, our policy requires advance notification of high-value items to ensure we can adequately protect them.
    Our understanding was that your move involved standard one-bedroom apartment furniture, which did not indicate the need for special handling beyond our usual care.
  We acknowledge that everything was packed and ready for the movers, and we apologize for any items that were damaged during the move. Regarding the damaged items, specifically the autographs, we initially assessed the situation in ***************.
   We strive to be transparent about our policies and regret any misunderstanding that *** have occurred.
  We appreciate your patience and look forward to resolving this matter to your satisfaction.
  Sincerely,
  Teleport Moving and Storage

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 

  I have received email correspondence from Teleport Moving outside of the BBB complaint and I am satisfied with their response to pay for the damage incurred during the moving process. 
  
  Sincerely,
  
  ***************************

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