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Complaint Details
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Initial Complaint
03/23/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
During a military sponsored move in September 2021 from Indiana to Texas the company known as Suddath Van Lines DBA Suddath Moving and Logistics lost and damaged a significant portion of our household goods. A claim was filed for around $46,000 of which we received an offer for $15,000. Extensive detail was given, correspondence was initiated by us and deadlines were met as required. Suddath was not responsive in most cases. Attachments are available for review of the emails. We submitted rebuttals both with the DPS system and in an email line by line to Suddath. It was almost another full month before we received an offer almost the same as the first despite submission of supporting documentation and proof of ownership as requested. Suddath requested further information which we obliged with. As a side note Suddath did not meet the required time deadline to submit and initial offer to us nor notify us the option to escalate our claim to the Military Complaint Office MCO with the Joint Base San Antonio which was the duty station after no resolution had been reached within 30 days. Documentation we requested has not been provided to date and no communication has been received since 3/3/2022 despite our efforts to resolve this and the submission of the requested information. We request compensation for the full amount of our initial claim, any fees incurred or that will be incurred in relation to this claim, and compensation for mental duress, as we made the move here largely for the improved quality of mental health and reduction in employment and environmental stress; which has not been achieved in any sense due to this dispute. It has now been a full 5 months since the initiation of this claim and 7 months since the initial move. Thank you for your assistance in resolving this issue. Please see the EXTENSIVE documentation supporting our position provided in the uploads.
Business response
04/18/2022
Business Response /* (1000, 5, 2022/03/31) */ March 31, 2022 BBB of West Florida 2655 McCormick Dr. Clearwater, FL 33759 Re: ********* and **** ****** (the "*******") BBB Complaint: ******** (the "Complaint") To Whom It May Concern, Suddath Van Lines, Inc., and its affiliates and subsidiaries, including Suddath Relocation Systems of St. Petersburg, Inc. (collectively, "Suddath") is in receipt of the Complaint. Suddath greatly appreciates that the ******* took time to share their experience with the Better Business Bureau ("BBB"). Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience. Accordingly, and after looking into the Complaint, Suddath tenders this response to the Complaint. In the Complaint, the ******* allege that the U.S. military engaged Suddath in September 2021 to provide transportation, storage, and/or related services in connection with the *******' relocation from Indiana to Texas. The ******* assert that certain of their household goods were lost or damaged during the relocation process. The ******* additionally express their frustration with their overall relocation and claim experiences. Finally, the ******* request, among other things, compensation for the goods lost and/or damaged during the relocation. Upon receiving the Complaint, and notwithstanding its previous efforts to proactively initiate and process an inconvenience claim to minimize relocation-related disruptions, Suddath looked into the status of the *******' shipment and claim. In doing so, Suddath confirmed that, pursuant to the applicable rules and regulations governing their shipment, the *******' claim to recover for loss or damage has been transferred to the Military Claims Office ("MCO"). As such, and pursuant to the applicable military rules, Suddath can no longer engage with the ******* regarding the adjustment or settlement of their claim. Even though Suddath can no longer engage with the ******* regarding their claim, Suddath's Claims Director has recently been in contact with the ******* to learn more about their relocation experience, understand their frustrations, and evaluate opportunities to improve and/or enhance Suddath's service offerings in the future. Suddath seeks to provide superior customer service and hopes this response is helpful to the BBB and the *******. Should the BBB need additional information from Suddath, please contact Suddath's Legal Department. Very truly yours, Suddath Legal Department *****@*******.com
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